Call Center Manager

Job Description

Job Description

Job description

Call Center Manager

MONDAY-FRIDAY

8:00AM-4:00PM

$65,000-$75,000, plus bonuses

FULL BENEFITS PACKAGE

Job Summary

The Call Center Manager is responsible for leading and overseeing the daily operations of the Firehouse Roofing call center, including both dispatch and customer service functions. This role ensures calls are handled efficiently, technicians are scheduled and routed effectively, and customers receive a consistently fast and friendly experience from first contact through service completion. A critical part of this role is converting inbound leads generated by the company's marketing investment into booked, sold jobs — this position is directly accountable for maximizing the return on that marketing spend through strong sales conversion practices. The Call Center Manager builds and develops a high-performing team, monitors key performance metrics, and partners with operations and marketing leadership to continuously improve processes.

Key Responsibilities

•      Oversee day-to-day operations of a small call center, (5 CEP’s) including inbound/outbound customer service calls and technician dispatch scheduling

•      Treat every inbound call as an opportunity to turn the company's marketing investment into revenue, ensuring leads are handled with urgency and converted into booked, completed jobs

•      Supervise, coach, and develop dispatchers and customer service representatives, including performance management and ongoing training on converting inbound leads into booked work

•      Monitor call volume, hold times, first-call resolution, and dispatch efficiency; adjust staffing and scheduling to meet demand and protect the return on marketing spend

•      Develop and track KPIs (e.g., call abandonment rate, average handle time, customer satisfaction scores, on-time arrival rates, lead-to-sale conversion rate, cost per acquired job)

•      Ensure dispatchers are routing technicians efficiently based on location, skill set, and job priority

•      Handle escalated customer issues and complaints, working to resolve them quickly and professionally

•      Create and maintain call center scripts, workflows, and standard operating procedures that keep marketing-generated leads engaged through to a booked job

•      Partner with field operations leadership to align dispatch practices with technician capacity and service area needs

•      Analyze call center data and trends to identify opportunities for process improvement, with particular attention to why leads are or are not converting

•      Manage call center technology and systems (phone systems, dispatch software, CRM) and recommend upgrades or changes as needed

•      Conduct regular team meetings, one-on-ones, and performance reviews

•      Assist with hiring, and training of new dispatch and customer service staff

•      Ensure compliance with company policies and any applicable regulations

Sales & Lead Conversion Performance

Firehouse Roofing invests significantly in marketing to generate inbound leads. Converting those leads into booked, sold jobs is a core, measurable expectation of this role.

•      Own lead conversion performance for the call center, ensuring every marketing-generated lead is engaged quickly and professionally

•      Set, track, and report lead-to-appointment and lead-to-sale conversion rate targets; take immediate corrective action (coaching, scripting, staffing) when conversion lags

•      Train and coach dispatchers and customer service representatives on sales fundamentals: building rapport, overcoming objections, creating urgency, and closing for the booked appointment

•      Monitor speed-to-lead and ensure no inbound lead goes unanswered or unreturned within SLA

•      Partner with marketing leadership to review lead source performance, cost per lead, cost per booked job, and return on ad spend; use insights to refine call handling and follow-up

•      Implement lead follow-up and nurture processes for leads that don't convert on first contact

•      Report regularly on conversion rates and revenue generated from marketing leads, and progress against sales targets, to leadership

Qualifications

•      3+ years of call center, dispatch, or customer service leadership experience; roofing, home services, or field service industry experience preferred

•   1+ year of experience managing a call center team, including scheduling, coaching agents, and tracking performance metrics (call volume, answer rate, booking rate)

•      Demonstrated success converting inbound leads into sales or booked appointments, ideally in home services, roofing, or another high-marketing-spend industry

•      Proven ability to lead, coach, and develop a team of dispatchers and customer service representatives

•      Strong analytical skills with experience tracking and improving KPIs

•      Comfortable being held accountable to lead conversion rate, cost-per-acquisition, and revenue targets

•      Excellent communication and conflict-resolution skills

•      Comfortable working with phone systems, dispatch software, and CRM platforms

•      Highly organized with the ability to manage competing priorities in a fast-paced environment

Fast. Friendly. Firehouse Roofing.

Firehouse Roofing is a fast-growing organization in Rowlett, TX, that values work-life balance, faith, and excellence. With over 25 years of experience, Firehouse Roofing is the trusted expert in residential and commercial roofing in the Dallas-Fort Worth area. The company fosters a supportive environment with high-performing, driven, and passionate individuals.

Company Description

Firehouse Roofing is a fast-growing organization in Rowlett, TX, that values work-life balance, faith, and excellence. With over 25 years of experience, Firehouse Roofing is the trusted expert in residential and commercial roofing in the Dallas-Fort Worth area. The company fosters a supportive environment with high-performing, driven, and passionate individuals.