Call Center Manager

the bugman; Anaheim (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

the bugman is seeking an experienced Call Center Manager to lead our customer service operations in California. You will supervise a team of customer care representatives, ensure exceptional service delivery, and drive operational efficiency in a growing pest control company.

The ideal candidate has strong leadership, a track record of optimizing workflows, scheduling, and performance monitoring, along with proficiency in CRM software and Microsoft Office.

Qualifications

• Bachelor’s degree, MBA or related advanced degree.
• Minimum 2–3 years of experience in a Call Center Management role.
• Proficient with Microsoft Office and CRM software.
• Ability to maintain confidentiality and handle sensitive information.
• Verifiable references and successful drug screening.

Responsibilities

• Lead a team of customer care representatives.
• Oversee call center operations and service delivery.
• Monitor performance metrics and schedules.
• Develop and enforce call center policies.
• Collaborate with leadership to ensure full-circle customer service.
• Maintain accurate records for staff and service.
• Provide career development for staff.

Skills

Leadership

Time management

Communication

Sales mindset

Education

Bachelor’s degree, MBA or related advanced degree

Tools

CRM software

Microsoft Office

Job description

Top Five Reason to work at the bugman

• Positive & fun company culture
• Outstanding reputation in the community
• Capable and competent team members
• Opportunity for advancement
• Great pay & benefits

A Message from the President and CEO

I want to personally let you know that here at the bugman we walk our talk and live out our Core Values every day. It's not unusual to meet team members here at the bugman that have been with our company for 10, 20, 25 years. It's not by accident- we take care of our team members, and our team members take care of our customers.

Thank you,

Brian Olson

Company Overview

the bugman, an award winning termite and pest control company, is now seeking an experienced Call Center Manager to join our team. We’re growing at a rapid pace and are looking for committed and hard working individuals dedicated to customer service. We offer competitive benefits, an awesome team culture, and a casual but professional atmosphere.

We're different from other pest and termite companies – we are known in the community for having the highest standards of work, with an undisputed reputation for customer service. Since 1958, our success has been built upon professional application, the highest craftsmanship, and most importantly a team of committed and successful individuals dedicated to customer service.

This is not just a “job.” We are offering a career opportunity to work with people who value your work ethic and commitment to quality work. We have very little turnover because we treat our people right!

At the bugman, we offer a fun and motivating workplace experience. People like working here! Our managers are more like coaches – they provide support and encouragement to be your best.

Check our Careers page and see for yourself! https://careers.thebugman.com/

Position Overview

We are seeking an experienced and motivated Call Center Manager to lead and oversee our customer service operations. This role is responsible for managing the day to day activities of the call center, ensuring exceptional service delivery, and driving operational efficiency. The Call Center Manager will supervise a team of customer care representatives, establish performance standards, and implement processes that enhance the customer experience.

The ideal candidate will have a strong background in call center management, excellent leadership skills, and a proven ability to optimize workflows, manage schedules, and monitor performance metrics. This position requires a hands‑on approach to coaching and mentoring team members while maintaining a high standard of customer satisfaction.

As a Call Center Manager, you will

• Lead a team of customer care representatives
• Serve as the subject matter expert in the phone system and CRM
• Fulfill service routes for maximum efficiency
• Resolve customer service opportunities
• Monitor calls to maintain our service quality
• Collaborate with the leadership team to ensure full circle customer service
• Maintain accurate service and team member records
• Exhibit performance standards and values expected of your team
• Develop and enforce call center policy and procedures
• Provide career development for customer care representatives

Requirements

• Bachelor’s degree, MBA or related advanced degree

• Minimum 2-3 years of experience in a Call Center Management role

• Valid SPCB Branch 2 and 3 license is a plus
• Ability to maintain confidentiality and handle sensitive information
• Verifiable references
• Successful completion of a drug screening
• Proficient with Microsoft Office applications and CRM software

Work Schedule

• Full Time

• Monday through Friday
• Availability on Saturday as needed

Attributes Needed to be Successful

• Strong leadership and time management skills

• Excellent communication and interpersonal skills
• Motivated to positively affect company culture
• Follows and supports bugman process and procedures
• Self-starter and critical thinker
• Dedicated to meeting deadlines and exceeding expectations
• Able to relate to different personality styles
• Customer focused mindset
• Goal oriented with a sales driven approach

Competitive Benefits and Compensation

• Earn between $65,000 to $85,000 a year, Depending on Experience
• All expenses paid company vehicle
• Advances licensing opportunities

• Team member referral bonuses
• Awards & Incentives

• 401K Retirement Plan
• Kaiser Medical
• United Healthcare Dental
• CoPower Vision
• Vacation Pay
• Sick Pay
• Holiday Pay

Here at the bugman we believe that what we do makes a difference in the lives of our neighbors. We take great pride in our work, knowing that we are playing a part in keeping our community happy and pest free. We tackle challenges and solve problems with our customers in mind.

Feel free to reach out to our hiring team at [phone] or [e-mail].

the bugman is a drug free workplace, complies with California Fair Change Act, and an Equal Opportunity Employer. the bugman does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are by qualifications, merit, and business need.