Call Center Manager

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