Call Center Manager

Job Description

Job Description

Advantage Septic Service is seeking an experienced, results-driven Call Center Manager who has successfully led Nextar-trained call center withing the home services industry.

The ideal candidate brings 3-5 years of hands-on management experience, deep proficiency in Service Titan, and a comprehensive understanding of Nexstar processes, call scripts, and operational disciplines.

In this role, you will be responsible for driving call center performance, maximizing dispatch board efficiency, delivering

5-star customer experience and maintaining strong alignment with Operations leadership.

Key Responsibilities: 

Team Leadership & Performance Management

• Lead & Coach: Manage, mentor, and hold the call center team accountable to high-performance standards through coaching, scorecards, and performance management.
• Process Enforcement: Train and enforce Nexstar operational disciplines, including call scripts, booking standards, and customer experience expectations.
• Customer Excellence: Ensure the delivery of consistent, 5-star customer experience on every interaction and handle escalated customer issues professionally and efficiently.
• Metric Ownership: Drive and continuously improve key call center metrics, with a focus on conversion/booking rates and high-value call prioritization.

Dispatch, Capacity & Revenue Optimization

• Dispatch Board Management: Actively manage and optimize the dispatch board (including the 3-day board) to maximize revenue, schedule density, profitability, and technician efficiency.
• Capacity Planning: Balance emergency service calls, scheduled work, and technician productivity through proactive outbound calls to fill capacity.
• Operations Alignment: Maintain continuous communication with Operations leadership to ensure alignment on capacity, daily priorities, and field needs.

Field Support & Operations Logistics

• Technician Readiness: Set field technicians up for success by verifying they have all necessary job details, resources, and materials prior to arriving on-site.
• Parts & Inventory Management: Order required parts and coordinate deliveries to support seamless field operations.

Required Qualifications & Experience

• Nexstar Mastery: Demonstrated experience implementing and enforcing Nexstar processes, call scripts, and booking standards.
• Industry Experience: 3–5 years of hands-on call center management experience within the home services industry (septic, plumbing, HVAC, electrical, or related trade).
• Software Proficiency: Advanced, hands-on proficiency with ServiceTitan (dispatch, booking, capacity management).
• Leadership & Communication: Strong interpersonal, problem-solving, and conflict-resolution skills with a proven track record of driving team accountability.