Job Description

Description
The Call Center Manager leads our dynamic and fast-paced Client Care team, ensuring top-tier customer service and efficient call handling. This role oversees daily operations, supports associate development, and drives performance to meet established KPIs. The ideal candidate brings a strong background in call center leadership and has a proven track record managing high-performing teams in a service-focused environment.
Responsibilities
Directly manage and coach a team of 15+ associates to ensure script adherence, customer satisfaction, and performance metrics are consistently met or exceeded
Monitor inbound call volume and associate coverage to ensure efficient handling and minimal wait times
Handle escalated calls and complex customer concerns with professionalism and empathy
Conduct regular call reviews and provide constructive feedback for skill development
Collaborate with the Director to develop and implement process improvements and training programs
Support inside sales efforts by mentoring associates on lead conversion, and outbound appointment setting
Track and analyze performance metrics including call volume, answer rate, booking rate, and CSAT score
Lead by example in delivering a positive customer experience and fostering a culture of accountability, teamwork, and growth
Requirements
3 to 5 years of call center management experience
Strong leadership, coaching, and performance management skills
Proven ability to lead in a high-volume, fast-paced environment
Experience in inside sales or inbound sales, preferably in home services or related industries
Strong problem-solving and critical thinking skills
Excellent communication and interpersonal skills
Experience using CRM and call management systems
Preferred Qualifications
Experience in the HVAC, plumbing, or home services industry
Familiarity with sales tracking and goal-setting tools

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