Call Center Manager

Description

Call Center Manager

Residential HVAC & Plumbing

Seacoast Service Partners

Location: Cape Coral / Fort Myers, FL —
100% In-Office (No Remote or Hybrid)

Job Type: Full-time, Exempt (Salary)

Reports To: Shared Services Manager

Seacoast Service Partners (SSP) is a growing residential home services platform transforming the plumbing and HVAC industry with leading partners across Florida. We're building a centralized customer care function to support our family of brands, and we're hiring a hands‑on Call Center Manager to help stand it up and run it.

Our Core Values guide everything we do:

• Working Together — We are people who care about improving lives and our communities.
• Safety Above All — We are dedicated to creating a safe workforce and workplace for every team member.
• Integrity & Trust — We deliver the highest quality services to solve our customers' toughest challenges.
• Results & Growth — We are committed to continuously striving for profitable growth and reinvestment in the future.

The Call Center Manager is responsible for the overall performance, development, quality, and operational success of the Customer Service Representative (CSR) team supporting multiple operating companies. This role will oversee day‑to‑day call center operations, team development, customer experience, reporting, quality assurance, and operational process improvement. This is a hands‑on leadership role for someone who can build structure, coach teams, improve performance, and help create scalable processes in a fast‑growing environment.

Team Leadership & Development

• Lead, coach, and develop CSR team members and Team Leads
• Assist with hiring, onboarding, and training new employees
• Conduct performance reviews, coaching sessions, and corrective action when needed
• Build a positive, accountable, and customer‑focused culture
• Support scheduling, staffing coverage, and workforce planning

Quality Assurance & Call Monitoring

• Monitor live and recorded calls daily using Ring Central
• Score calls against a defined QA rubric covering greeting, discovery, booking, and closing
• Deliver timely, actionable feedback and track coaching follow‑through
• Identify systemic issues (script gaps, routing errors, training needs) and elevate with recommended fixes

Operations & Performance Management

• Monitor daily call center performance and service levels
• Track and improve KPIs, including booking conversion, response times, customer satisfaction, and call quality
• Build and maintain reporting dashboards and operational scorecards
• Identify workflow inefficiencies and implement process improvements
• Partner with leadership to support operational growth initiatives

Customer Experience & Service Standards

• Support consistent customer experience standards across all brands
• Assist with escalated customer concerns and resolution management
• Develop scripts, SOPs, and customer communication standards

Systems & Technology

• Support Service Titan workflows, dispatch coordination, and CRM accuracy
• Partner with leadership on Ring Central call routing, reporting, and process optimization
• Maintain operational reporting and data accuracy
• Support Google LSA lead management and operational follow‑up processes

The Call Center Manager will be responsible for monitoring and improving operational performance metrics, including:

• Booking conversion rate at or above company target
• Customer satisfaction (CSAT) score of 4.8 / 5.0 or higher
• Average speed to answer under 30 seconds
• Call abandonment rate under 5%
• First‑call resolution at 85% or higher
• CSR quality assurance (QA) scores meeting company standards
• Consistent follow‑up and lead management compliance
• Team attendance, schedule adherence, and productivity
• Employee retention, engagement, and development
• Accurate reporting and operational dashboard maintenance
• Continuous improvement in call handling, customer experience, and operational efficiency

• 5+ years of call center, customer service, or operations leadership experience
• 3+ years of direct team management experience in a high‑volume environment
• Strong leadership, coaching, accountability, and…