Call Center Manager

Apex Service Partners is a leading residential home services company dedicated to building a network of bestinclass local brands across the U.S. We partner with communityrooted plumbing HVAC and electrical businesses to deliver exceptional service while fostering a culture of growth collaboration and operational excellence.

Call Center Manager - Michigan

Job Summary: The Call Center Manageris responsible for driving strategiccontact centerinitiatives to enhancecustomerservice across Michigan. This role requires extensive experience analytical skills and a passion for identifying and addressing customerserviceopportunities. Themanagerwill oversee call flows overflow strategies and other processes to improvecustomerinteractions productivity staffing and training. Additionally this position includes generating revenue throughleveraging technology

appointment bookings overcoming objections and promoting new membership plans.

Key Responsibilities:

Operational Management:

• Oversee day-to-day call center operations across various locations in Michigan.
• Develop and implement call center processes to enhance thecustomerexperience.
• Identify staffing needs recruit hire and onboard CSRs.
• Project call volumes based on upcoming weather and seasons to staff contact center to meet demand
• Monitoring processes in place to manage multiple channels of leads and ensuring the leads are contacted in timely manner.
• Build a healthy supportive team culture that strengthens engagement and drives improvements in Employee Net Promoter Score (eNPS) results.
• Collaborate with the team to incorporate fun engaging activities as a regular and valued part of the workplace culture.

Performance Management:

• Train coach and managecustomerservicerepresentatives (CSRs).
• Ensure the team achieves key performance indicators (KPIs) including average speed to answerbooked per call % Abandoned % Overflow % membership sales
• Manage scorecard for CSRs.
• Modify KPIs for CSRs to drive revenue.

CustomerExperience:

• Resolve and deescalatecustomerconcerns that go beyond CSR capabilities.
• Contact review of processes in place forcustomerescalations.
• Escalate concerns with GMs and other stakeholders socustomerconcerns are resolved and thrive for first call resolution.

Change Management:

• Lead change management effortsto ensure smooth adoption of new processes technologies andcustomerserviceinitiatives.
• Partner with crossfunctional teamsto plan implement and optimize operational changes within the contact center.

Strategic Initiatives:

• Analyze trends and data to recommend effective solutions.
• Develop innovative ideas for call flows and overflow strategies.
• Implement revenue-generating activities.

Requirements:

• Minimum of 4 years of call center management experience.
• Must be located in Michigan
• Proven experience managing employees remotely.
• Ability to travel across the state of Michigan as needed.
• Strong organizational skills.
• Strong communication andstakeholder management skills.
• Ability toguide teams through uncertaintywhile maintaining morale and performance.
• Bonus: Experience withServiceTitan software and/or experience in the homeservices industry.
• Bonus : Experience working with AI tools voice AI (Brocoli AI Avoca AI Replicant AI) Hatch AI and managing Google LSA leads.

Benefits:

• Year-round vacation opportunities.
• Medical Dental & Vision Insurance provided at no cost to the employee with family plans available.
• 401(k) with company match up to 4%.
• Basic & Optional Life Insurance.
• Paid time off and holidays.

We are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression genetic information age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.