Call Center Manager

The Call Center Manager leads customer service, dispatch, inside sales, and scheduling operations within a high-volume, trade-based call center. This role drives revenue growth, operational excellence, and customer satisfaction while developing strong leaders and partnering with executive leadership to support company-wide goals.

Lead daily operations across customer service, dispatch, and install coordination teams

Drive booking rates, conversion performance, and customer experience metrics

Develop and execute operational strategies aligned with growth and revenue targets

Coach and develop supervisors and team leads; manage teams of 15–20+ employees

Oversee workforce planning, reporting, and performance management

Optimize CRM and call center technology, including Service Titan

Partner with Field Operations, Sales, Marketing, and HR to ensure seamless service delivery

Serve as escalation point for high-impact customer issues

Experience managing a $20M+ call center operation

Background in dispatch, customer service, and install coordination in the trades

Experience in at least two of the following: HVAC, electrical, plumbing, sewer
(or large single-trade call center experience)

Proven leadership of 15–20+ person teams

Strong reporting and performance management skills

Experience with
Service Titan and Microsoft Office

In-office role, Monday–Friday (minimum 8 hours/day)

Hands‑on, reliable leader available during team working hours

401(k) with company match

#SEAP

Pay Range

$95,000 - $110,000 USD

About Seatown:

Seatown Electric Plumbing Heating and Air is proud to serve residents throughout Seattle and surrounding areas. We have a great reputation that keeps our customers coming back time and time again. We pride ourselves not only on providing great service for our customers, but our employees as well. We take care of all the employees like family. Everyone has room for growth, and everyone has a voice.

Our company culture is something that any of our employees would say is like no other in Washington!

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws. Additionally, we will consider all qualified applicants for employment, including those with criminal histories, in a manner consistent with applicable state and local laws, including the Fair Chance Act.

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This role is 100% in-office, located in Mukilteo, WA. By selecting yes, you acknowledge that you currently reside within reasonable commuting distance of Mukilteo, WA and can fulfill our in-office requirement of five days per week, with or without a reasonable accommodation, and without financial relocation assistance.
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