Call Center Lead & Dispatch Coach

Seaside Plumbing Inc; Bishopville (MD); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Company profit sharing

Paid vacation, sick time, and holidays

Health, dental, and vision insurance

Job summary

Seaside Plumbing is seeking a Call Center Manager in Bishopville, MD to lead our Customer Service and Dispatch teams and drive an exceptional homeowner experience. You will coach CSRs and Dispatchers, set clear KPIs, and establish coaching rhythms to elevate performance across the board.

You will oversee staffing, scheduling, and cross-functional handoffs with field teams and service leadership, using data to optimize calls, bookings, and service delivery in a fast-paced environment.

Qualifications

• 4+ years of leadership or management experience in call center or dispatch.
• History of improving individual and team performance.
• Strong customer service, sales, coaching, and de-escalation skills.
• Experience with KPIs and performance reporting.
• Willingness to work outside normal hours when needed.

Responsibilities

• Lead, coach, develop, and hold accountable CSRs and Dispatchers.
• Establish clear expectations, KPIs, and coaching rhythms for both teams.
• Monitor calls, bookings, dispatch, and performance metrics for improvements.
• Develop CSRs in customer communication, booking, de-escalation, and service quality.
• Develop Dispatchers in prioritization, communication, decision-making, and daily management.
• Ensure strong handoffs between Customer Service, Dispatch, Service Managers, and field teams.

Skills

People leadership

Coaching

Customer service

KPIs

Communication

Data-driven

Tools

CRM systems

Performance reporting

Call center tech

Job description

Seaside Plumbing is seeking a Call Center Manager in Bishopville, MD to lead our Customer Service and Dispatch teams and drive an exceptional homeowner experience. You will coach CSRs and Dispatchers, set clear KPIs, and establish coaching rhythms to elevate performance across the board.

You will oversee staffing, scheduling, and cross-functional handoffs with field teams and service leadership, using data to optimize calls, bookings, and service delivery in a fast-paced environment.