Call Center Operations Manager

Chen Plumbing has served the Atlanta area since 1998. We're a family-run company with a strong team culture, and the call center is the front door to everything we do. This role owns that front door.

The Call Center Manager is responsible for the performance, coaching, and daily operations of the CSR/Dispatch team. This person makes sure every call and text is handled well, every job gets booked and dispatched correctly, and the team hits its numbers week after week. This is a leadership role, not an individual contributor role. Success is measured by team performance, not personal call volume.

• Manage day-to-day performance of CSRs and Dispatchers
• Run regular one-on-ones and team meetings
• Coach using curbside coaching methods (I explain it / you explain it / I do it / you do it)
• Handle escalations, scheduling conflicts, and performance issues
• Support hiring, onboarding, and training for new CSR/Dispatch hires

• Monitor call handling, booking rates, and dispatch efficiency in real time
• Ensure the daily schedule board stays organized and technicians stay productive
• Step in to cover calls or dispatch during call-outs or volume spikes
• Maintain and improve CSR/Dispatch SOPs and scripts
• Ensure Service Titan job tagging, notes, and data entry meet company standards

• Track and report on team KPIs (booking rate, answer rate, NPS response rate, CEC action taken %)
• Deliver weekly NPS and call-handling reports to leadership
• Identify trends in missed opportunities, cancellations, or customer complaints
• Use call recordings and quality reviews to identify coaching opportunities

• Reinforce Chen Plumbing's core values:
  Pursue Excellence, Do The Right Thing, Team Player, Coachable, Ownership
• Keep morale high through recognition, competitions, and clear communication
• Ensure the team represents the brand professionally on every call

• 2+ years in a call center, dispatch, or customer service leadership role
• Home services experience strongly preferred (plumbing, HVAC, electrical, etc.)
• Proven ability to coach and develop a team, not just manage tasks
• Comfortable reading performance data and turning it into action
• Calm under pressure, especially during high call volume or staffing gaps
• Strong written and verbal communication
• Experience with Service Titan or similar field service software is a plus
• Reliable, in-office, hands-on leadership style (this is not a remote role)

• Fully understands current CSR/Dispatch workflows, scripts, and SOPs
• Has one-on-ones established with every team member
• Delivering accurate weekly NPS and call-handling reports without oversight
• Has identified at least one process improvement or training gap and acted on it

• Monthly Bonuses tied to team performance
• Health insurance
• 401(k) with company match
• Yearly Christmas party
• Family-run company with a strong team culture