Call Center Manager

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

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Why Join/What Makes Us Great

• ? Competitive Pay (approx. $70-90K/year base salary, DO
• E)Medical Insuran
• ceLife Insuran
• ce401(K) pl
• anSi
• ckVacati
• onPersonal da
• ysHolida

ys
What We’re Looking Fo

• r: 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 indust
• ry.Must have experience with Service Titan (proficient in managing workflows, tracking KPIs, and optimizing schedulin
• g).Must have a strong work ethic – be motivated, dependable, and ready to lead by examp
• le.Be a results-driven leader & be committed to coaching, goal setting, and driving the team’s performance through KPI tracki
• ng.Committed to delivering exceptional customer servi
• ce.Experience handling customer service disputes and complaints professional
• ly.Experience in handling multiple lead sources and tracking performan
• ce.Skilled in hiring, developing, and retaining top talent to maintain a high-performing te
• am.Ability to analyze trends, implement solutions, and maximize efficien

cy.
Key Responsibiliti

• es: Manage & Coach a High-Performing Team – Lead CSRs, dispatchers, and inside sales to exceed booking and sales goals. Coach to outstanding Customer Serv
• ice.Set & Track KPI Metrics – Oversee booking rates, outbound call volume, outbound booking %, and membership sa
• les.Ensure jobs are properly scheduled for the appropriate number of technicians in Plumbing, Heating, Cooling, and Electri
• cal.Maximize outbound calling efforts by working with CSRs to fill available slots proactiv
• ely.Conduct weekly 1:1’s and team training sessions and utilize KPI data to coach and improve performa
• nce.Set clear growth paths for all team memb
• ers.Oversee lead aggregators to optimize conversions and track
• ROI.Prioritize technician strengths, customer needs, and job profitabil
• ity.Hire, train, and retain top-performing call center & dispatch profession
• als.Handle customer disputes with urgency and professional
• ism.Work with dispatchers to prioritize age, equipment, and job profitabil

ity.We are an equal opportunity emplo