Call Center Manager

OverviewThe Call Center Manager leads customer service, dispatch, inside sales, and scheduling operations within a high-volume call center. This role drives revenue growth, operational excellence, and customer satisfaction while developing strong leaders and partnering with executive leadership to support company-wide goals.Key ResponsibilitiesLead daily operations across customer service, dispatch, and install coordination teamsDrive booking rates, conversion performance, and customer experience metricsDevelop and execute operational strategies aligned with growth and revenue targetsCoach and develop supervisors and team leads; manage teams of 15-20+ employeesOversee workforce planning, reporting, and performance managementOptimize CRM and call center technology, including ServiceTitanPartner with Field Operations, Sales, Marketing, and HR to ensure seamless service deliveryServe as escalation point for high-impact customer issuesQualificationsExperience managing a $20M+ call center operationBackground in dispatch, customer service, and install coordination in the tradesExperience in construction or skilled tradesProven leadership of 15-20+ person teamsStrong reporting and performance management skillsExperience with ServiceTitan and Microsoft OfficeExpectationsIn-office role, Monday-Friday (minimum 8 hours/day)Hands-on, reliable leader available during team working hoursBenefitsMedical, dental, vision401(k) with company matchCollaborative Team Environment with professional development opportunities

Created: 2026-02-09