Call Center Manager
Call Center Manager
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USD 70000 - 90000
1 Vacancy
Job Description
Are you a strategic leader who thrives in a fastpaced environment
Do you have the skills to motivate a team drive performance and fulfill revenue & call quality goals with precision
Are you ready to take the lead and build a highperforming team Apply today and be part of a company that values leadership strategy and a winning mindset!
Come work for us! A trusted leader in Plumbing Heating Cooling and Electrical services for decades serving Long Island counties. The Call Center & Dispatch Manager will work to build lead and optimize our call center operations.
Why Join/What Makes Us Great
- Competitive Pay (approx. $7090K/year base salary DOE)
- Medical Insurance
- Life Insurance
- 401(K) plan
- Sick
- Vacation
- Personal days
- Holidays
What Were Looking For:
- 5 years of professional experience leading & managing a call center and a team of CSRs or Dispatchers in plumbing heating cooling and/or electrical OR another related industry.
- Must have experience with Service Titan (proficient in managing workflows tracking KPIs and optimizing scheduling).
- Must have a strong work ethic be motivated dependable and ready to lead by example.
- Be a resultsdriven leader & be committed to coaching goal setting and driving the teams performance through KPI tracking.
- Committed to delivering exceptional customer service.
- Experience handling customer service disputes and complaints professionally.
- Experience in handling multiple lead sources and tracking performance.
- Skilled in hiring developing and retaining top talent to maintain a highperforming team.
- Ability to analyze trends implement solutions and maximize efficiency.
Key Responsibilities:
- Lead CSRs dispatchers and inside sales to exceed booking and sales goals. Coach to outstanding Customer Service.
- Oversee booking rates outbound call volume outbound booking % and membership sales.
- Ensure jobs are properly scheduled for the appropriate number of technicians in Plumbing Heating Cooling and Electrical.
- Maximize outbound calling efforts by working with CSRs to fill available slots proactively.
- Conduct weekly 1:1s and team training sessions and utilize KPI data to coach and improve performance.
- Set clear growth paths for all team members.
- Oversee lead aggregators to optimize conversions and track ROI.
- Prioritize technician strengths customer needs and job profitability.
- Hire train and retain topperforming call center & dispatch professionals.
- Handle customer disputes with urgency and professionalism.
- Work with dispatchers to prioritize age equipment and job profitability.
We are an equal opportunity employer.
Required Experience:
Senior IC
Employment Type
Full-Time
