Contact Center Manager

Job Description

Job Description

Our client is a rapidly growing HVAC organization seeking an experienced Contact Center Manager to take ownership of its customer contact center operations in Charlotte. This is a key leadership role for an organization that is growing quickly and looking to build the processes, technology, reporting, and infrastructure needed to support that growth.

The ideal candidate is more than a traditional call center people manager. This person will be a data-driven, proactive operator who can look at contact center performance, identify opportunities, leverage technology and AI, and work cross-functionally to improve the customer experience and overall business efficiency.

This is an opportunity for someone who enjoys entering a growing environment, identifying what is working and what is not, and then building better processes rather than simply maintaining the status quo.

Key Responsibilities

• Lead the day-to-day operations of the contact center, ensuring appropriate coverage, responsiveness, service quality, and consistent execution.
• Lead, coach, and develop a team of approximately 10–12 employees across local and offshore support functions, fostering accountability, productivity, and strong customer service.
• Establish and monitor key performance indicators (KPIs) related to call volume, response times, conversion, service levels, customer experience, productivity, and other relevant contact center metrics.
• Develop and improve reporting and dashboards to provide leadership with greater visibility into contact center performance and emerging trends.
• Analyze operational data to identify bottlenecks, recurring issues, staffing opportunities, and other areas for improvement, then translate those findings into actionable solutions.
• Proactively evaluate AI, automation, and emerging contact center technologies to identify opportunities to improve efficiency, customer communication, employee productivity, and scalability.
• Identify opportunities to streamline workflows and eliminate unnecessary manual processes as the organization continues to grow.
• Partner closely with Operations, Sales, Service, Finance, IT, and other departments to identify cross-functional inefficiencies and implement solutions.
• Help develop and standardize contact center processes, procedures, service standards, escalation protocols, and best practices.
• Oversee scheduling, workload distribution, staffing needs, and escalation management to ensure the team can effectively support business demand.
• Utilize platforms such as ServiceTitan and QuickBooks Enterprise to support effective service coordination, customer communication, and administrative processes.
• Identify training and development needs and establish coaching programs that improve both individual and team performance.
• Monitor customer and operational trends and proactively recommend changes before issues become larger business problems.
• Serve as a key operational partner to leadership as the company continues to scale, helping build the infrastructure and processes necessary to support continued growth.

• 5+ years of progressive experience in contact center, call center, customer operations, or a similar high-volume customer-facing environment.
• Strong analytical mindset with the ability to interpret data, identify trends, and turn findings into actionable business improvements.
• Experience developing or improving reporting, dashboards, KPIs, or other performance-management tools.
• Demonstrated interest in or experience with AI, automation, workforce optimization, or contact center technology .
• Strong process-improvement mindset with a track record of identifying inefficiencies and implementing practical solutions.
• Comfortable working in a fast-paced environment where processes and infrastructure are still evolving.
• Experience with ServiceTitan is a plus.
• Strong organizational skills, sound judgment, and the ability to balance immediate operational needs with longer-term improvements.