Call Center Manager

Call Center Manager

At Seaside Plumbing, we're not just answering phones and fixing plumbing—we're restoring peace, uplifting lives, and raising the standard of what service in the trades looks like.

We believe:

• Every great customer experience starts before a technician ever arrives
• People deserve to feel heard, cared for, and confident that help is on the way
• Great teams need great coaching, clear expectations, and strong leadership
• Data matters—but the people behind the numbers matter too
• Leadership means developing people, not simply managing their performance

We've built a company where people grow, customers trust us, and the bar is set high.

This is not for everyone.

This is not a sit-behind-a-desk-and-watch-the-numbers management role.

This is a high-accountability leadership role where:

• Customer experience matters
• Performance matters
• Communication matters
• Coaching matters
• Accountability matters

You'll lead the people responsible for creating some of the first and most important interactions our customers have with Seaside and coordinating what happens next.

When your team wins, you should know why. When they're struggling, you should have a plan to help them get better.

If you avoid difficult conversations, struggle to hold people accountable, or aren't willing to coach from the front—this probably isn't the role for you.

We are where the best come to become elite.

Responsibilities

As the Call Center Manager, you will lead the performance, development, and day-to-day operations of our Customer Service and Dispatch teams.

You will:

• Lead, coach, develop, and hold accountable our Customer Service Representatives and Dispatchers
• Establish clear expectations, KPIs, and consistent coaching rhythms for both teams
• Monitor calls, booking, dispatch, and other performance metrics to identify opportunities for improvement
• Develop CSRs in customer communication, booking, de-escalation, and delivering an exceptional customer experience
• Develop Dispatchers in prioritization, communication, decision-making, and effective management of the daily service board
• Ensure strong communication and handoffs between Customer Service, Dispatch, Service Managers, and our field teams
• Oversee staffing and scheduling to meet call volume, technician capacity, and seasonal business needs
• Continuously improve the people, processes, technology, and training that drive Call Center and Dispatch performance

Outcomes

• Your CSRs and Dispatchers know what's expected of them and receive consistent coaching
• Booking, conversion, dispatch, and operational performance are measured and improving
• CSRs communicate with confidence, empathy, urgency, and professionalism
• Dispatchers make thoughtful decisions based on customer needs, technician strengths, geography, capacity, and business opportunity
• Communication between the Call Center and field teams is strong and reliable
• Customer escalations are handled effectively and recurring problems are addressed
• Your people are more capable, confident, and accountable because of your leadership

This isn't just about managing phones.

And it isn't just about managing a dispatch board.

The Call Center sits at the intersection of customer experience, sales, field operations, capacity, communication, and revenue.

Your CSRs turn a homeowner's need into an opportunity for Seaside to serve them. Your Dispatchers help make sure we deliver on that promise by coordinating our people and resources effectively.

You are responsible for developing both.

We invest heavily in coaching, technology, training, communication, and continuous improvement because we believe great performance comes from building great people and strong systems.

Great call centers don't happen by accident. Great leaders build them.

Compensation & Benefits

We believe great people deserve to be taken care of.

• Competitive salary: $55,000–$75,000, based on experience and qualifications
• 100% paid health, dental, and vision insurance for you AND your family
• $15,000 company-paid life insurance with upgrade options
• 401(k) with 4% company match
• Company profit sharing
• Paid vacation, sick time, and holidays
• NO emergency on-call
• Ongoing paid training and professional development

Personality/Leadership Fit

This role could be a great fit if you:

• Are a strong people leader and coach who knows how to develop different personalities
• Are comfortable setting expectations, measuring performance, and holding people accountable
• Understand that great customer service and strong sales performance can—and should—work together
• Can develop both CSRs and Dispatchers while creating one cohesive team
• Use data and KPIs to identify problems and make better decisions
• Communicate exceptionally well and can navigate difficult conversations
• Thrive in a fast-moving environment where priorities can change quickly

Qualifications

Ideally, you have:

• 4+ years of leadership or management experience in a call center, customer service, dispatch, inside sales, or similar environment
• A demonstrated history of improving individual and team performance
• Strong customer service, sales, coaching, and de-escalation skills
• Experience working with KPIs, scorecards, call reviews, or other measurable performance tools
• Strong organizational, communication, and problem-solving skills
• Comfort using CRM systems, business technology, and performance reporting
• The flexibility to support the operation outside normal hours or on occasional weekends when needed

Nice to Haves

Not required, but they'll help you hit the ground running:

• Experience with ServiceTitan and/or DispatchPro
• Experience with Microsoft Excel
• Experience with call center phone systems, call recording, dashboards, or similar technology
• Experience using call center data to coach employees and improve performance
• Previous experience in home services or the skilled trades

This is NOT a fit if you:

• Avoid accountability or difficult conversations
• Prefer managing from reports instead of actively coaching your people
• Care about numbers at the expense of the customer experience—or vice versa
• Struggle to stay organized when things get busy
• Blame other departments instead of working across teams to solve problems
• Resist feedback, change, or continuous improvement
• Want the title of manager without the responsibility of leadership

This is an in-person leadership position operating out of Bishopville, Maryland.

We serve homeowners across the Eastern Shore of Maryland and Delaware.

Our Values

These values aren't just words on a wall—they guide our decisions, shape our culture, and set the standard for how we work together.

Ownership — Take initiative. Own the outcome. Leave it better than you found it.

Empathy — Lead with humanity, care and understanding.

Courage — Embrace discomfort. Do the hard things. Growth follows.

Gratitude — There is always something to be grateful for. Find it. Share it.

Authenticity — Be your weird self and respect that in others. You shine brighter that way.

There are easier management jobs out there.