Call Center Manager

Who are we?

We are a team of home service experts who go the extra mile to ensure peak performance for your home’s plumbing, heating and air conditioning and electrical systems. At South West Plumbing we strive to ensure our employees are taken care of. We are known for stability and lateral growth amongst other career advancement opportunities!

The Role:

The Customer Call Center Manager is a high-impact, hands-on leadership role in our 7-day-a-week operation, managing a team of 14 Customer Service Representatives (CSRs). This leader will not only manage the team but actively participate in outbound calling and customer interactions, ensuring that the department is driving strong booking percentages, quality customer experiences, and sales growth.

This role requires strong leadership, customer engagement skills, and the ability to thrive in a high-paced, results-driven environment. The Call Center Manager must be a player-coach, making at least 50 quality outbound calls per day while maintaining an answering percentage above 90%. They will host and coach at least two training sessions per week, focusing on tone, empathy, objection handling, and customer engagement improvements.

The right candidate is a dynamic, consistent, and results-oriented leader with a passion for customer service and team development. This role is 100% in-office and requires at least 45 hours per week, with availability for nights and weekends on a rotating basis to ensure leadership presence with the team.

Key Responsibilities:

Call Center Leadership & Team Performance:

• Lead, coach, and develop a team of ~14 CSRs handling inbound and outbound calls.
• Ensure high answer rates and booking percentages, actively jumping on calls to set the standard.
• Serve as a player-coach, making at least 50 outbound calls daily and maintaining an answer rate above 90%.
• Implement best practices for call handling, script usage, and objection handling to maximize conversion.
• Drive high-performance culture through daily coaching, motivation, and accountability.

Training & Development:

• Host at least two training sessions per week, focusing on:
• Tone & Empathy: Teaching CSRs how to connect with customers.
• Objection Handling: Ensuring CSRs confidently navigate customer hesitations.
• Conversion Optimization: Training on scripts and techniques to improve booking rates.
• Customer Experience Enhancement: Creating a culture of 5-star service in every call.
• Conduct live call monitoring, side-by-side coaching, and structured feedback sessions.
• Ensure all CSRs hit personal performance targets while maintaining engagement and motivation.

KPI Tracking & Performance Optimization:

• Own the following key performance indicators (KPIs):
• Answer Rate: Maintain department-wide call answer rate above 90%.
• Booking Percentage: Optimize conversions from inbound calls to booked jobs.
• Leads Per Month: Increase outbound efforts for membership sales and service leads.
• Outbound Call Volume: Ensure all CSRs are making daily outbound follow-ups.
• Cancellation Rate: Reduce job cancellations through proactive engagement.
• Analyze call performance data daily and take immediate action to adjust scripts, improve workflows, or retrain staff as needed.

Customer Experience & Reputation Management

• Ensure that all customer interactions reflect premium, 5-star service.
• Lead escalation handling for frustrated customers, turning negative experiences into positive resolutions.
• Work closely with Dispatch and Service Managers to ensure smooth coordination between scheduling and field execution.

Call Center Operations & Scheduling

• Ensure proper staffing coverage across 7-day operations, adjusting schedules as needed.
• Coordinate with Dispatch, Sales, and Marketing teams to align call center operations with business goals.
• Maintain an in-office presence (45 hours per week), rotating into nights and weekends to lead by example and support the team.

• 5 years of experience in customer service or call center management, preferably in a high-volume, B2C environment (home services preferred).
• Proven ability to lead and manage a team in a fast-paced, results-driven environment.
• Hands-on leadership style with a strong ability to train, coach, and develop employees.
• High energy and ability to drive performance while maintaining a positive team culture.
• Exceptional customer service skills and strong ability to de-escalate customer concerns.
• Strong problem-solving skills and ability to make quick, effective decisions under pressure.
• Proficiency with CRM and call center software (ServiceTitan experience a plus).
• Ability to analyze performance data and adjust strategies in real-time to drive results.
• **Comfortable working in-office (45 hours/week) with flexibility for nights and weekends remotely.

Benefits:

• Competitive Wage: Base salary $78,000 per year monthly performance bonus of up to $1,000 per month.
• Weekly pay!
• Start earning PTO immediately.
• Great medical benefits, including dental, vision and life insurance for you AND your family. Generous 401K Company match.
• 6 Paid holidays
• On-going technical and sales development training from the best in the business.
• Gain a family! We do a lot more than just work together. You will come to love our company outings; casual office environment and you will build life-long friendships.

Why Join Us?

• Be a key leader in a fast-growing, high-energy home services company.
• Drive real business impact through optimized call center performance.
• Work in a positive, customer-focused environment that values premium service.
• Lead a strong, motivated team and develop future customer service leaders.
• Enjoy a performance-driven role with competitive pay and bonuses.

South West Plumbing is an equal opportunity employer. All applicants will be considered without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, veteran status, physical or mental disability, marital status, and other protected groups or activities, in compliance with all applicable federal and state laws.