What are the responsibilities and job description for the Call Center Manager position at Hunter Recruitment Advisors (HRA)?
Are you a strategic leader who thrives in a fast-paced 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 high-performing 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. $70-90K/year base salary, DOE)
- Medical Insurance
- Life Insurance
- 401(K) plan
- Sick
- Vacation
- Personal days
- Holidays
What We’re 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 results-driven leader & be committed to coaching, goal setting, and driving the team’s 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 high-performing team.
- Ability to analyze trends, implement solutions, and maximize efficiency.
Key Responsibilities:
- Manage & Coach a High-Performing Team – Lead CSRs, dispatchers, and inside sales to exceed booking and sales goals. Coach to outstanding Customer Service.
- Set & Track KPI Metrics – 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 1:1’s 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 top-performing 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.
Salary : $70,000 - $90,000
