Call Center Manager

About the Role: As a Call Center Manager, you will be responsible for leading and developing a team of customer service representatives in our fast-paced call center environment. Your ability to motivate and inspire your team, coupled with your exceptional organizational and communication skills, will be instrumental in driving operational efficiency, optimizing customer interactions, and ensuring customer satisfaction. If you are a results-driven leader with a passion for delivering exceptional customer service, we invite you to join our team and make a positive impact on our organization. 

About Us: At McVay Plumbing, Heating & Cooling we hire the best of the best! Each and every McVay team member is committed to providing our customers with the highest level of expert service in a friendly and professional manner. We are incredibly proud of our team members and want you to know that it is our goal to provide 5-star service to every customer, every day. 

Key Responsibilities:

• Lead and manage a team of customer service representatives, providing guidance, coaching, and performance feedback to drive individual and team success.
• Develop and implement call center strategies and processes to improve operational efficiency, maximize productivity, and enhance the customer experience.
• Monitor and analyze call center performance metrics, identify areas for improvement, and implement action plans to achieve service level objectives and customer satisfaction targets.
• Ensure adherence to call center policies and procedures, maintaining a high standard of professionalism, efficiency, and quality in all customer interactions.
• Collaborate with other departments to address customer concerns and resolve issues in a timely and satisfactory manner.
• Stay updated on industry trends and best practices in customer service and call center management to continuously improve operations and customer satisfaction.
• Implement training programs and provide ongoing coaching and development opportunities to enhance the skills and knowledge of the call center team.
• Foster a positive and engaging work environment, promoting teamwork, open communication, and a customer-centric mindset.
• Utilize call center software and technology to track and analyze customer interactions, identify trends, and make data-driven decisions to improve processes and customer satisfaction.
• Prepare and present reports on call center performance, highlighting key metrics, trends, and recommendations for improvement to senior management.

Qualifications:

• Proven experience in call center management or customer service leadership role, preferably in the home service industry or a similar field.
• Strong leadership skills with the ability to motivate and inspire a team towards achieving performance goals.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and effectively communicate with internal and external stakeholders.
• Solid understanding of call center operations, including knowledge of call center software, telephony systems, and performance metrics.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Exceptional organizational skills and the ability to prioritize and delegate tasks in a fast-paced environment.
• Customer-focused mindset with a passion for delivering exceptional service and resolving customer issues.
• Proactive problem-solving skills with the ability to think creatively and find innovative solutions.
• Strong attention to detail and the ability to maintain accuracy in a high-volume and time-sensitive environment.

Interpersonal Qualifications:

• Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships.
• Exceptional problem-solving and conflict resolution abilities to improve things both big and small.
• Highly organized, ability to act quickly while still having attention to detail.
• Hold yourself to a higher standard and exhibit a high level of integrity.

Why You’ll Want to Work Here:

• Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics
• Performance Pay directly tied to results – Get what you deserve
• Benefits you will use – Full medical, dental, and vision packages including fully employer paid options
• Secure your financial future – 401(k) with company match
• Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of institutional investors
• We invest in your future – leadership training that directly results into bigger career opportunities
• Learn on the job – continuous education stipends available

Legacy Service Partners (LSP) is a leading platform of residential HVAC, plumbing, and electrical service providers across the United States. Since our inception in 2021, LSP has partnered with 30 leading local brands across 16 states, and we are rapidly expanding our footprint.

We exist to serve our Partners and fuel their success. Our role is to create unmatched growth opportunities for our brands so they can better serve their employees, their customers, and their communities. We do this by providing a wide range of world-class resources to support and enhance our local management teams. LSP is guided by three core values – winning together, performance over politics, and today not tomorrow. LSP is backed by Gridiron Capital, a private equity firm specializing in middle market facilities services companies with over $5bn of assets under management, and ZBS Partners, a leading roll-up incubator.

Legacy Service Partners is an equal opportunity employer, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state of federal law.