Call Center Manager

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Atrium Home Services is looking for a talented Call Center Leader to join our forward-thinking team. If you are passionate about delivering long-term customer value and enjoy creating an exemplary customer experience, we want to hear from you! This is an on-site position, located in Grand Rapids, MI.

Position Overview:

As a Call Center Manager at Atrium Home Services, you will play a pivotal role in overseeing the daily operations of our customer service department. Your responsibilities will include monitoring performance metrics, ensuring quality assurance through call audits, and resolving escalated customer issues. This is a hands-on leadership role whereby you will manage, coach, and demonstrate effectiveness on the job. You will drive operational effectiveness by assuring agent availability, appropriate call metrics, and improved booking rates are keys to success.

You will build staffing plans, manage agent productivity, train & develop team members, collaborate with service and installation teams, and personally contribute to achieving booking targets for the business. This role is ideal for a dynamic leader who is passionate about customer service and thrives in a fast-paced environment.

What you’ll do:

• Lead & Inspire
  :
  Manage and motivate a team of Customer Service Representatives, helping them achieve and exceed their goals.
• Drive Excellence
  :
  Collaborate with leadership to set and achieve KPIs, ensuring our customer service remains top tier.
• Quality Assurance
  :
  Develop standards and build capability to deliver best-in-class customer experience and booking rates.
• Problem-Solve
  :
  Equip team to promptly prioritize and resolve escalated customer issues, turning challenges into opportunities.
• Data-Driven Decisions
  :
  Use tools and technology to collect and analyze customer feedback to continually improve our service.
• Team Building
  :
  Develop staffing plans and schedules, ensuring we’re always prepared to meet customer needs.
• Cross-Department Collaboration
  :
  Work closely with dispatch, sales, and marketing to streamline operations and enhance ensure prompt execution of service.
• Location
  :
  Ability to work onsite in Grand Rapids, MI location daily.

What does it take?

• Experience
  : 4 to 5 years of call center management required.
• Education
  :
  Bachelor’s degree or higher in a related field of study is preferred.
• Skills
  :
  Proficiency with Microsoft Office, especially Excel, Service Titan preferred
• Communication
  :
  Excellent verbal and written communication skills and comfortable in both individual and group settings.
• Tech Savvy: Comfortable with cloud-based data sharing. Familiarity with Service Titan and/or Dialpad preferred. Experience with online time management & scheduling systems and multi-modal customer engagement systems (chat, Thumbtack, Angie’s)
• Languages
  :
  Multi or bilingual abilities are a plus!

Why Atrium?

• Competitive Wages and Bonus opportunities!
• Benefit eligible day one – with high quality medical, vision, and dental plans
• Choice in Benefit plans– Dependents and Spousal Coverage
• HSA and FSA accounts with company funded benefits
• Employer provided life insurance coverage
• 401K with Company Match
• Employer Sponsored short- and long-term disability
• Paid holidays and PTO

About Atrium:

Founded in 2021, Atrium Home Services began its journey with the combination of two longstanding Home Services market leaders in Grand Rapids, Michigan and Cleveland, OH. In a short span of time, Atrium has rapidly…