Call Center & Dispatch Manager - Home Services

HireAligned, Inc.; Los Angeles (CA); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Life and disability insurance

401(k) plan

Paid time off

Tuition assistance

Ongoing training and careerdevelopment

Job summary

HireAligned, Inc. is seeking an experienced Call Center Manager in Los Angeles to lead our Customer Service and Dispatch teams. You will own daily operations, drive booking efficiency, technician productivity, and revenue opportunities for plumbing and electrical services.

The role requires hands-on leadership in a fast-paced environment, with a focus on coaching teams to deliver exceptional customer service and measurable improvements.

Qualifications

• 5+ years of call center leadership experience, preferably in home services.
• Strong working knowledge of ServiceTitan or a similar field service management platform.
• Proven experience managing dispatch, scheduling, customer service, and performance metrics.
• Excellent leadership, communication, conflict resolution, and coaching skills.
• Comfortable using data and reports to spot trends and drive improvements.

Responsibilities

• Lead and coach CSRs and Dispatchers, ensuring exceptional service and scheduling accuracy.
• Monitor calls, support escalations, routing, and customer inquiries.
• Serve as primary contact for customer concerns and escalations.
• Collaborate with Dispatch to maximize same-day service opportunities.
• Recruit, onboard, train, and develop team members and set growth plans.
• Manage inbound leads and ensure prompt follow-up across channels.
• Maintain staffing and scheduling to balance technician capacity.
• Use ServiceTitan to schedule, review KPIs, and track lead conversions.
• Prepare regular call center performance reports.

Skills

Call center leadership

ServiceTitan

Dispatch management

Performance metrics

CRM software

Tools

Microsoft Office

CRM software

Job description

HireAligned, Inc. is seeking an experienced Call Center Manager in Los Angeles to lead our Customer Service and Dispatch teams. You will own daily operations, drive booking efficiency, technician productivity, and revenue opportunities for plumbing and electrical services.

The role requires hands-on leadership in a fast-paced environment, with a focus on coaching teams to deliver exceptional customer service and measurable improvements.