Call Center Leader: Elevate Service & Bookings

Atrium Home Services; Grand Rapids (MI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive wages

Bonus opportunities

Health benefits

Job summary

Atrium Home Services is seeking a Call Center Leader to oversee daily operations of the customer service department. You will monitor performance, conduct call audits, and coach staff in a hands-on leadership role to improve booking rates and customer satisfaction.

The ideal candidate has 4–5 years in call center management, a Bachelor’s degree or higher, and strong skills with MS Office and Service Titan. On-site work in Grand Rapids, MI is required with opportunities to coach and develop a

Qualifications

• 4 to 5 years of call center management experience.
• Bachelor’s degree or higher preferred.
• Proficiency with Microsoft Office, especially Excel; Service Titan familiarity preferred.

Responsibilities

• Lead and motivate a team of Customer Service Representatives to meet and exceed goals.
• Collaborate with leadership to set and achieve KPIs and maintain top-tier service.
• Develop standards and capabilities to deliver best-in-class customer experience and booking rates.
• Equip team to promptly prioritize and resolve escalated customer issues.
• Use tools to collect and analyze customer feedback and drive service improvements.
• Develop staffing plans and schedules to ensure adequate coverage.
• Collaborate cross‑department with dispatch, sales, and marketing to streamline operations.
• Onsite work required daily at the Grand Rapids, MI location.

Skills

Leadership

Communication

Time management

Data analysis

Multilingual

Education

Bachelor's degree

Tools

Service Titan

Dialpad

Microsoft Excel

Job description

Atrium Home Services is seeking a Call Center Leader to oversee daily operations of the customer service department. You will monitor performance, conduct call audits, and coach staff in a hands-on leadership role to improve booking rates and customer satisfaction.

The ideal candidate has 4–5 years in call center management, a Bachelor’s degree or higher, and strong skills with MS Office and Service Titan. On-site work in Grand Rapids, MI is required with opportunities to coach and develop a