Call Center Manager
$75,000–$105,000 year
On-siteHolliston, Massachusetts, United States
Job Summary
Lead a Customer Service team by conducting onboarding, training, and ongoing skills development while monitoring call quality and providing constructive feedback. Manage complex customer escalations, complaints, and warranty inquiries to ensure every interaction reflects service standards. Oversee inbound and outbound call activity to meet service level goals, coordinate with Dispatch and Service Managers to align technician availability with demand, and track key performance indicators including conversion rates and customer satisfaction. Prepare actionable reports for leadership on team performance and operational trends, then develop standard operating procedures to optimize workflows and eliminate duplication.
Required Qualifications
- 7+ years of customer service experience
- preferably in a residential home services environment (HVAC, plumbing, electrical, or related field)
- 5+ years of leadership or supervisory experience in a call center or customer service operation
- Demonstrated success coaching teams to achieve performance and customer satisfaction goals
- Strong leadership, coaching, and conflict-resolution skills
- Exceptional verbal and written communication abilities
- Ability to remain calm and decisive in high-pressure situations, including after-hours emergency service coordination
- Highly organized with excellent follow-through and attention to detail
- Proficient with Microsoft Office, customer management software, dispatch systems, and communication platforms such as Microsoft Teams
- Ability to analyze data, identify trends, and implement corrective actions
- Strong collaboration skills with cross-functional teams and all levels of the organization
- High school education or equivalent
- Standard business hours with flexibility to work additional hours during periods of high volume, severe weather events, or operational emergencies
- Occasional standing, walking, bending, reaching, and lifting of up to 15 pounds
- Ability to read, analyze, and communicate information effectively in both written and verbal formats
- Highly motivated
- friendly, composed, and confident on the phone
- Detail-oriented, organized, and able to handle multiple priorities
- A problem solver with analytical skills
- A great communicator with strong verbal and written communication skills
- IT competent: proficient with computer and phone systems
Desired Qualifications
- Two years' proven track record in customer service, preferred
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