Call Center Manager

Call Center Manager - JT Services (Claremore, OK)

Salary: $45,000-$65,000/year + Monthly Performance Bonuses Full-Time | In-Person | Home Services Industry

JT Services is growing fast, and we're looking for a driven, organized, and peoplefocused Call Center Manager to lead our Customer Service Representative (CSR) team. This role is perfect for someone who thrives in a fast-paced environment, loves coaching and developing people, and knows how to turn calls into booked opportunities.

If you're ready to lead a high-performing team, elevate customer experience, and help drive revenue across multiple service divisions - this is your opportunity.

Position Overview

The Call Center Manager oversees daily call center operations, ensuring exceptional customer interactions, strong booking performance, and consistent execution of JT Services' call processes. You will lead, coach, and develop CSRs, maintain call board health, drive memberships, and support company-wide revenue goals.

Key Responsibilities
Leadership & Team Development

• Lead, coach, and develop CSRs to meet KPIs and performance standards
• Conduct call reviews, coaching sessions, and performance check-ins
• Maintain staffing levels, scheduling coverage, and call center readiness
• Build a positive, accountable, customer-focused culture

Operational Excellence

• Own inbound and outbound call performance
• Ensure adherence to scripts, call control standards, and customer experience expectations
• Monitor call queues, call volumes, and response times
• Maintain a clean, accurate, and green 3day call board

Performance & KPI Management

• Track and report daily, weekly, and monthly KPIs
• Drive membership sales, outbound follow-ups, and rehash opportunities
• Identify performance gaps and implement corrective action plans
• Align call center goals with company revenue targets

Cross-Department Collaboration

• Work closely with Dispatch to support scheduling and job flow
• Coordinate with Service Managers to support technician productivity
• Partner with Marketing to understand lead flow and call demand
• Communicate trends, issues, and opportunities to leadership

Quality Control & Compliance

• Ensure accurate customer data entry, job notes, and membership tagging
• Maintain compliance with call recording standards and privacy requirements
• Resolve escalated customer concerns before they reach upper management

Success Indicators

• Strong inbound/outbound conversion
• Monthly membership sales targets achieved
• 3day call board green 90%+
• High call quality, accuracy, and professionalism
• Reduced escalations and improved customer satisfaction
• Strong collaboration with Dispatch and field leadership

Required Skills & Qualifications

• 2+ years of call center leadership experience (home services preferred)
• Strong understanding of booking rates, call flow, and customer experience
• Excellent communication, coaching, and conflict-resolution skills
• Ability to analyze performance data and make informed decisions
• Proficiency with call center software, scheduling systems, and CRM platforms
• High level of organization, accountability, and follow-through

Compensation

• Base Salary: $45,000-$65,000/year (depending on experience)
• Monthly performance bonus based on KPI achievement
• Benefits package per company policy , including:
  
  • Medical, Dental, Vision
  • 401(k)
  • Paid Time Off
  • Company-paid wellness perks
  • Birthday PTO
  • Professional development opportunities
  • Team events & company culture focused on growth

Ready to Lead a Winning Team?

If you're passionate about leadership, customer experience, and driving results - JT Services wants to meet you. Apply today and help us elevate the standard of service across Northeastern Oklahoma.