Call Center Manager

Call Center Manager

Kennesaw, GA – Onsite

Salary: $110,000–$120,000 + 10% Bonus + Full Benefits

Join one of the fastest‑growing home‑service organizations in the Southeast. With multiple metro locations, 300+ team members, and over 200 trucks on the road daily, we offer competitive pay, strong training and development, growth opportunities, full benefits, and a 10% bonus. This position is full‑time and onsite in Kennesaw, GA.

The Call Center Manager reports to the Director of Central Services and leads a team of 35+ in‑house agents plus a third‑party call‑handling group. This role oversees 24/7 operations and is responsible for transforming the call center into a high‑performing, sales‑driven environment. Key priorities include building a culture of excellence, elevating customer experience, driving sales performance, implementing sales training, developing Team Leads, and improving morale and retention.

• Lead the transition to a sales‑focused call center through inbound/outbound initiatives.
• Meet and exceed KPIs such as sales conversion, service levels, occupancy, abandonment, first call resolution, ASA, and more.
• Identify opportunities for process and performance improvement.
• Develop and execute sales strategies for both team and individual success.
• Create and deliver ongoing sales training, scripting, and role‑play sessions.
• Train and support Team Leads in coaching, development, and real‑time feedback.
• Mentor Team Leads to strengthen leadership capabilities.
• Implement culture‑building strategies to reduce turnover and boost engagement.
• Monitor team satisfaction and take action to improve morale.
• Optimize workforce management, scheduling, and resource allocation.
• Foster a best‑in‑class culture focused on performance and customer experience.
• Collaborate across departments to improve processes tied to call center operations.
• Lead, coach, and develop service and sales agents in a fast‑paced environment.
• Maintain expert product, service, and CRM knowledge and ensure team readiness.
• Monitor performance and quality standards; communicate expectations clearly.
• Provide feedback, recognition, and coaching to drive high performance.
• Analyze and develop reports for data‑driven decision‑making.
• Create employee development plans and conduct performance reviews.
• Enforce company policies and ensure strong communication across teams.
• Manage projects as needed.

• Bachelor’s degree in Business Administration or related field required.
• 5+ years of call center management experience focused on customer experience, with strong inbound/outbound and sales‑strategy expertise. Service industry experience preferred.
• Sales or leadership certifications are a plus.
• Strong results‑driven mindset with proven success meeting and exceeding goals.
• Ability to build a culture of accountability, teamwork, and continuous improvement.
• Excellent communication, interpersonal, and leadership skills.
• Experience with call center technologies is an asset.
• Strong analytical, problem‑solving, and PC skills; fast learner of new systems.
• Proficiency in MS Office and CRM platforms.
• Demonstrated ability to motivate, coach, and develop teams.
• Strong time management and organizational skills.
• HVAC industry knowledge is a plus.
• Work hours span Monday–Sunday with shifts between 7:00 am and 9:00 pm.

• Seniority Level: Associate
• Employment Type:
  
  Full‑time
• Job Function:
  Business Development