Call Center Manager - HVAC & Plumbing

McHales values customer satisfaction and aims to provide exceptional service to its clients. As the Call Center Manager, you will oversee our call center operations and ensure that our customers receive the best service possible. We are the premier home service company in our area, with over 70 years of industry-leading expertise. Career stability is never something you'll need to worry about!We truly care about our customers, our employees, and our community. Through the years, we’ve donated and supported many local organizations. It is our privilege to play an active role in our community and do our part to promote better homes and lives for all.

Why Choose Us?

• Comprehensive Medical, Dental & Vision Insurance
• Paid Time Off! Paid Birthday! Paid Family First Day!
• Smartphone and Tablet!
• We are a Family Sensitive workplace and believe in work-life balance
• Opportunity for Advancement! We are a fast-growing company that believes in growing our employees and hiring from within first
  
  

Responsibilities:

• Manage and oversee all aspects of the call center, including staff management, performance, and daily operations
• Proactively generates new business throughoutbound calling and sales activities
• Develop and implement strategies to improve call center efficiency, productivity, and customer service
• Monitor and analyze call center metrics to identify trends and areas for improvement
• Analyzes staffing needs to ensure employees are best utilized during peak and slow times
• Train, coach, and mentor staff to ensure they meet performance targets and deliver high-quality customer service
• Create and implement call center policies and procedures to improve the customer experience and increase efficiency
• Manage and resolve customer complaints and escalations in a timely and professional manner
• Collaborate with other departments to ensure seamless operations and customer service delivery
• Keep up-to-date with industry trends and best practices to improve call center operations continuously
  
  

Requirements:

• Five (5) years of experience in call center management in one of the following residential service industries: HVAC, plumbing, electrical, windows & doors, or garage doors
• Ability to work daily at our office from 7 Am to 4 PM
• A bachelor’s degree in Business Administration or a related field is preferred
• Proficiency using ServiceTitan is highly desirable
• Nexstar training is strongly preferred
• Excellent leadership, communication, and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to work in-office daily in a fast-paced and dynamic environment
• Proficient in Microsoft Office and other call center software
  
  

Are you a dynamic leader with a drive for operational excellence and a commitment to delivering outstanding results? We encourage you to apply for the role of Call Center Manager! Join a team that upholds the highest standards of integrity, professionalism, and customer satisfaction.

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