Call Center Manager

Call Center Manager - Residential Services

JOB SUMMARY Lead and support our Customer Service Representative (CSR) team. This role is responsible for making sure calls are handled correctly, jobs are booked properly, and field crews are fully scheduled every workday.

You will coach CSRs, monitor call quality, review bookings for accuracy, and manage daily performance. This role directly impacts revenue, customer satisfaction, and field productivity.

• Team Leadership & Training: Train new CSRs and coach existing CSRs on proper call handling and booking. Monitor calls and provide regular feedback and performance coaching. Maintain call scripts and booking standards. Hold CSRs accountable to performance expectations.
• Booking & Schedule Performance: Maintain a minimum 80% booking rate. Ensure all crews are fully booked each workday. Review daily schedules and correct gaps or errors. Work closely with Operations to match call volume with crew availability.
• Lead & Booking Accuracy: Audit leads and bookings for accuracy and completeness. Ensure customer information, job notes, and lead sources are entered correctly. Correct errors that could impact revenue or scheduling.
• Cancellation Control: Maintain a cancellation rate of 10% or less. Implement save-job procedures when customers attempt to cancel. Track and analyze cancellation reasons and coach CSRs to reduce preventable cancels.
• Timekeeping & Attendance: Ensure CSRs follow timekeeping and attendance policies. Monitor schedules and coverage to maintain proper staffing. Review and approve timecards.
• Reporting & Performance: Track and report key metrics, including:
  • Booking rate
  • Cancellation rate
  • Call volume
  • Schedule fill rate
  • CSR performance - Share results with leadership regularly. Use performance data to identify problems and improve results.
• Process Improvement: Help improve call scripts, booking procedures, and workflows. Assist with improvements to CRM, phone systems, and scheduling tools. Support the creation and enforcement of standard operating procedures.

3+ years of experience leading or supervising a call center or customer service team. Home services experience (HVAC, plumbing, restoration, duct cleaning, etc.) preferred. Strong coaching and communication skills. Comfortable working with CRM and scheduling software. Organized, detail-oriented, and results-driven. Able to hold people accountable while maintaining a positive team environment.

• Booking rate: 80% or higher
• Cancellation rate: 10% or lower
• Crews fully booked every workday
• Accurate timecards and schedules
• CSRs trained and improving

Bonus compensation is tied to performance, including:

• Booking rate
• Cancellation control
• Schedule fill
• Team results