Job Details

We are confidentially seeking a Call Center Manager to lead and elevate our high-volume, high-performance home services dispatch and customer experience operation. The right candidate will bring integrity, transparency, and strong people leadership to a team managing 300–400 daily calls across HVAC, electrical, plumbing, and light commercial services.

About the Role

You’ll oversee a team of:

• 7 total call center team members

  • 4 CSRs

  • 3 Dispatchers

• Supporting a field team of 46 technicians (HVAC, electrical, plumbing).

The role is focused on efficient scheduling, exceptional customer service, and dispatch accuracy to improve profitability and reduce cancellations. It’s also about team leadership—balancing customer needs, technician dynamics, and performance KPIs.

Key Responsibilities

• Oversee scheduling, shift writing, and call routing across multiple trade areas.

• Manage dispatching strategy, assigning the right technician to the right job based on urgency, skillset, and geography.

• Optimize call handling (inbound/outbound), aiming for 80–95% answer rate and high booking conversion.

• Reduce cancellation rates by managing customer expectations and overbooking strategies.

• Handle day-to-day team coaching and technician relations, including navigating personality conflicts and morale challenges.

• Improve and track KPIs around:

  • Answer rate

  • Booking rate

  • Dispatch effectiveness

  • Cancellation rate

• Report to Director of Operations, collaborate with Marketing and CEO on broader business goals.

Ideal Candidate Profile

• Proven experience leading call centers in the home services industry (HVAC, electrical, plumbing, etc.).

• Familiar with high-volume inbound call environments (100+ calls/day per CSR).

• Experience managing technician-heavy dispatch operations.

• Strong interpersonal skills – able to balance customer experience and technician satisfaction.

• Calm under pressure, proactive in problem-solving, confident in managing competing priorities.

• Strong operational acumen and comfort with KPIs and reporting.

Compensation & Benefits

• Base salary: $80,000–$95,000

• Monthly bonus: $4,000–$5,000 potential

• Quarterly incentive: Based on performance

• Total target comp: $120,000–$140,000