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.



KEY RESPONSIBILITIES


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.

QUALIFICATIONS
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.

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

BONUS OPPORTUNITY
Bonus compensation is tied to performance, including:
Booking rate - Cancellation control - Schedule fill - Team results