Call Center Manager​/Office Manager

Description

Location:
Glendale, AZ | Full-Time

Reports To:

General Manager

At Bumble Bee Home Services, our CSR/DSR team is the first voice our customers hear. That first impression drives bookings, revenue, and long-term loyalty.

We’re looking for a results-driven Call Center Manager / Office Manager who can lead our front office with structure, accountability, and a strong sales mindset.

This role isn’t just about answering phones.
It’s about converting calls into booked revenue, coaching performance, and running an efficient office that supports field operations.

If you understand call conversion, KPI tracking, and team leadership in the HVAC or plumbing industry — this is your opportunity to make a measurable impact.

• Lead, train, and coach CSRs and DSRs to maximize booking rates
• Monitor call quality, conversion percentages, and revenue per call
• Conduct call reviews and performance coaching
• Manage daily huddles and accountability tracking
• Develop scripts and processes that drive consistency
• Ensure proper dispatch coordination and schedule optimization

This role requires someone who understands that every missed call is missed revenue.

• Track booking rates, call volume, abandoned calls, revenue per CSR
• Drive improvement in conversion rates and overall efficiency
• Implement incentive programs to motivate the team
• Collaborate with sales and service managers to align scheduling with revenue goals
• Maintain Service Titan dashboards and reporting accuracy

We are looking for someone who manages by numbers — not by guesswork.

• Oversee day-to-day office workflow and administrative processes
• Ensure accurate job entries, financing documentation, and customer follow-up
• Manage office supplies, office needs and other miscellaneous
• Assist with setup of tablets
• Assist with memberships and mailings

• Work closely with HVAC, Plumbing, and Drain managers
• Ensure proper communication between field and office
• Resolve escalated customer concerns professionally and efficiently
• Support marketing initiatives by tracking campaign performance

Experience

• 3+ years in call center leadership (HVAC/plumbing/home services preferred)
• Prior CSR/DSR management experience
• Strong knowledge of booking, dispatching, and customer service workflows
• Service Titan experience strongly preferred

Skillset

• Proven ability to increase booking rates and revenue performance
• KPI-driven and comfortable holding team members accountable
• Strong leadership and communication skills
• Organized, detail-oriented, and process-focused
• Ability to multitask in a fast-paced service environment

Leadership Style

• Positive but firm
• Performance-driven
• Coach and mentor — not micromanager
• Leads by example

Compensation: Competitive salary based on experience
Bonus Potential: Performance-based incentives tied to booking and revenue goals

Benefits:

• 401(k) with 4% match
• Medical (75% employer-paid for employee after 60 days)
• Dental & Vision
• 40 hours sick time
• 40 hours vacation

Schedule: Monday–Friday with occasional flexibility during peak seasons

We are growing — and growth requires strong operational leadership at the front desk.

If you know how to:

• Turn inbound calls into booked jobs
• Hold a team accountable to performance metrics
• Run an organized, efficient office
• Improve customer experience while increasing revenue

Then we want to talk to you.

Apply today and lead the team that drives the engine of our business.