Call Center Manager

Job Description

Job Description

Position Summary

The Call Center Manager is responsible for leading the daily operations of the Customer Service and Dispatch teams, ensuring exceptional customer experiences while maximizing booking efficiency, technician productivity, and revenue opportunities. This role oversees inbound and outbound communications, dispatch coordination, scheduling performance, employee development, and call center metrics. The ideal candidate is a strong leader with experience in the home services industry who thrives in a fast-paced environment and is passionate about coaching teams to deliver outstanding customer service.

Key Responsibilities

• Lead, coach, and oversee the daily operations of all Customer Service Representatives (CSRs) and Dispatchers, ensuring exceptional customer service, scheduling accuracy, and operational efficiency.
• Monitor inbound phone calls from customers, vendors, and business partners while providing support with escalated calls, appointment scheduling, call routing, and customer inquiries.
• Act as the primary point of contact for customer concerns and service escalations, resolving issues professionally while delivering a best-in-class customer experience.
• Partner closely with the Dispatch team to ensure plumbing and electrical technicians are efficiently scheduled, routes are optimized, and same-day service opportunities are maximized.
• Recruit, onboard, train, mentor, and develop Customer Service Representatives and Dispatchers, ensuring team members understand company processes, service offerings, customer service standards, and performance expectations.
• Manage all inbound leads from various marketing sources, including Google, Yelp, Podium, Angi, HomeAdvisor, social media, website inquiries, chat platforms, and referral programs, ensuring every lead receives prompt follow-up.
• Review all unbooked calls daily and implement appointment recovery efforts to maximize booking opportunities.
• Drive outbound calling initiatives for maintenance customers, unsold estimates, membership renewals, aging equipment, deferred repairs, seasonal promotions, and other revenue-generating campaigns.
• Maintain a consistently full multi-day service schedule by proactively identifying scheduling opportunities and balancing technician capacity across plumbing and electrical departments.
• Utilize ServiceTitan to schedule appointments, monitor call recordings, review KPIs, track lead conversion, and ensure scheduling capacity aligns with business objectives.
• Respond promptly and professionally to customer emails, online chats, text messages, and website inquiries.
• Ensure all marketing sources and campaign tracking are accurately assigned within ServiceTitan to maintain data integrity and measure marketing return on investment.
• Monitor key performance indicators including booking rates, abandonment rates, response times, average speed to answer, outbound conversion, and customer satisfaction metrics.
• Achieve company booking goals, including maintaining a minimum 95% booking rate on qualified service calls and maximizing conversion of inbound opportunities.
• Prepare and submit daily, weekly, and monthly operational reports, including call center metrics, booking performance, staffing updates, and productivity reports.
• Partner with the Director of Operations and department managers on strategic initiatives, staffing needs, and continuous process improvement.
• Create and manage staffing schedules for Customer Service Representatives and Dispatchers, including evenings, weekends, holidays, and on-call rotations as business demands require.
• Conduct regular coaching sessions, document employee performance, and provide ongoing training to improve customer service skills, sales performance, and scheduling accuracy.
• Perform regular performance evaluations and develop individualized growth plans for team members.
• Review and calculate performance-based incentives and commissions for Customer Service Representatives and Dispatchers each pay period.
• Ensure compliance with all California labor laws, including meal periods, rest breaks, attendance policies, and wage and hour requirements.
• Foster a positive, accountable, and high-performance team culture centered on customer satisfaction, teamwork, and continuous improvement.

Expectations

• Demonstrate strong leadership, accountability, and professionalism while setting the standard for exceptional customer service.
• Build and maintain a high-performing call center focused on maximizing booking opportunities, customer retention, and technician productivity.
• Utilize data and reporting to identify trends, improve processes, and drive measurable performance improvements.
• Maintain a calm and solution-oriented approach while effectively managing multiple priorities in a fast-paced service environment.
• Inspire, motivate, and develop team members through coaching, recognition, and continuous feedback.
• Ensure strict adherence to company policies, safety standards, labor laws, and operational procedures.
• Work collaboratively with Service, Plumbing, Electrical, Sales, and Management teams to support company growth and operational excellence.
• Promote a customer-first culture by ensuring every interaction reflects the company's commitment to professionalism, quality workmanship, and exceptional service.

Preferred Qualifications

• 5+ years of call center leadership experience, preferably within the plumbing, electrical, HVAC, or other residential home service industries.
• Strong working knowledge of ServiceTitan or similar field service management software.
• Proven experience managing dispatch operations, scheduling, customer service, and performance metrics.
• Excellent leadership, communication, conflict resolution, and coaching skills.
• Highly organized with the ability to prioritize multiple tasks in a fast-paced environment.
• Proficient in Microsoft Office Suite and customer relationship management software.
• Ability to analyze reports and implement process improvements that increase operational efficiency and customer satisfaction.