Call Center Manager

Overview

Apex Service Partners is a leading residential home services company dedicated to building a network of best‑in‑class local brands across the U.S. We partner with community‑rooted plumbing, HVAC, and electrical businesses to deliver exceptional service while fostering a culture of growth, collaboration, and operational excellence.

Call Center Manager - Michigan

Job Summary: The Call Center Manageris responsible for driving strategic contact center initiatives to enhancecustomerservice across Michigan. This role requires extensive experience, analytical skills, and a passion for identifying and addressing customerserviceopportunities. Themanagerwill oversee call flows, overflow strategies, and other processes to improvecustomerinteractions, productivity, staffing, and training. Additionally, this position includes generating revenue through leveraging technology, appointment bookings, overcoming objections, and promoting new membership plans.

Key Responsibilities:

Operational Management:

• Oversee day-to-day call center operations across various locations in Ohio.
• Develop and implement call center processes to enhance thecustomerexperience.
• Identify staffing needs, recruit, hire, and onboard CSRs.
• Project call volumes based on upcoming weather and seasons to staff contact center to meet demand
• Monitoring processes in place to manage multiple channels of leads and ensuring the leads are contacted in timely manner.
• Build a healthy, supportive team culture that strengthens engagement and drives improvements in Employee Net Promoter Score (eNPS) results.
• Collaborate with the team to incorporate fun, engaging activities as a regular and valued part of the workplace culture.

Performance Management:

• Train, coach, and managecustomerservicerepresentatives (CSRs).
• Ensure the team achieves key performance indicators (KPIs), including average speed to answer,booked per call %, Abandoned %, Overflow %, membership sales
• Manage scorecard for CSRs.
• Modify KPIs for CSRs to drive revenue.

Customer

Experience:

• Resolve and deescalatecustomerconcerns that go beyond CSR capabilities.
• Contact review of processes in place forcustomerescalations.
• Escalate concerns with GMs and other stakeholders socustomerconcerns are resolved and thrive for first call resolution.

Change Management:

• Lead change management efforts
  to ensure smooth adoption of new processes, technologies, andcustomerserviceinitiatives.
• Partner with cross‑functional teams
  to plan, implement, and optimize operational changes within the contact center.

Strategic Initiatives:

• Analyze trends and data to recommend effective solutions.
• Develop innovative ideas for call flows and overflow strategies.
• Implement revenue-generating activities.

Requirements:

• Minimum of 4 years of call center management experience.
• Proven experience managing employees remotely.
• Ability to travel across the state of Michigan as needed.
• Strong organizational skills.
• Strong communication and
  stakeholder management skills
  .
• Ability to
  guide teams through uncertainty
  while maintaining morale and performance.
• Bonus:
  
  Experience with
  
  Service
  
  Titan software and/or experience in the homeservices industry.
• Bonus :
  Experience working with AI tools, voice AI (Brocoli AI, Avoca AI, Replicant AI), Hatch AI, and managing Google LSA leads.

Benefits:

• Year-round vacation opportunities.
• Medical, Dental, & Vision Insurance provided at no cost to the employee, with family plans available.
• 401(k) with company match up to 4%.
• Basic & Optional Life Insurance.
• Paid time off and holidays.

We are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.