Call Center Manager

arrowexterminators; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

Arrow Exterminators in Atlanta, GA is seeking an experienced Call Center Manager to lead our customer support operations and elevate the customer experience. You will guide and develop the team, set expectations, and ensure timely, effective assistance across all channels.

This role requires data-driven leadership, KPI tracking, cross-functional collaboration, and a commitment to a culture of ownership, accountability, and exceptional service.

Qualifications

• 3–5 years of call center management experience.
• Experience coaching and developing a customer support team.
• Strong knowledge of call center operations and performance management.
• Experience identifying, creating, tracking, and reporting KPIs.
• Excellent communication and cross-department relationship skills.

Responsibilities

• Lead, mentor, and develop a high-performing customer support team.
• Provide ongoing coaching and performance feedback.
• Oversee daily ops to meet service and performance goals.
• Establish and track KPIs aligned to org goals.
• Analyze data to identify improvement opportunities and action plans.
• Resolve escalated customer concerns and coach staff through challenges.

Skills

Leadership

Coaching

Data analysis

Excel

Performance management

Cross-functional collaboration

Education

Bachelor's degree preferred

Tools

Call center software

CRM systems

Job description

Position Summary

We are looking for an experienced Call Center Manager to lead our customer support operations and help elevate the overall customer experience. This individual will guide and develop the support team while ensuring customers receive timely and effective assistance.

Success in this role requires a leader who enjoys developing people, using data to solve problems, building strong partnerships across the organization, and creating an environment focused on accountability and exceptional service.

ABOUT OUR FAMILY OF BRANDS

We have been a family-owned and operated business since our start in 1964. Over the years, we have grown rapidly, and we now have the privilege of servicing 12 states. To ensure the quality and satisfaction of our customers, we have several offices in each state we are in to offer a more personalized approach to our communities. Ranked by revenue, Atlanta-based Arrow Exterminators is the sixth-largest pest and termite control company in the United States! We instill family values in the company culture to create a welcoming work environment and a successful company. We attribute our success to passionate, highly trained team members who are committed to protecting everyone's quality of life.

As Arrow grows and continues to exceed industry expectations, we are always looking for new talent to bring on board. We know our team has a lot of options and we are humbled that they choose to work with us. That's why we offer competitive compensation, a robust benefits package, and a family-oriented company culture.

What You'll Do

• Lead, mentor, and develop a high-performing customer support team.
• Provide ongoing coaching, feedback, and performance support to help employees succeed.
• Oversee daily operations and ensure the team consistently meets service and performance expectations.
• Establish and track key performance indicators that support department and organizational goals.
• Ensure required continuing-education hours, licenses, and regulatory training are completed and properly documented. We would like to proceed with Option 2 please.
• Analyze reporting, customer trends, and performance data to identify opportunities for improvement.
• Turn performance data into clear recommendations and action plans.
• Resolve escalated customer concerns while coaching employees through challenging situations.
• Take ownership of team performance and hold employees accountable for established expectations.
• Build strong relationships with operational leadership and cross-functional partners.
• Improve communication and collaboration between the support center and other departments.
• Lead the implementation of new technologies, tools, and processes that improve efficiency.
• Identify opportunities to strengthen workflows and enhance the customer experience.
• Promote a positive culture focused on ownership, teamwork, and continuous development.

What We're Looking For

• 3 to 5 years of call center management experience
• Experience managing, coaching, and developing a customer support team.
• Strong knowledge of call center operations and performance management.
• Experience identifying, creating, tracking, and reporting key performance indicators.
• Strong reporting, data analysis, and problem-solving skills.
• Experience using customer and operational data to improve service and performance.
• Proven experience managing customer escalations and delivering effective resolutions.
• Demonstrated success implementing new technologies, systems, or process improvements.
• Excellent communication and relationship-building skills across departments.
• Advanced Microsoft Office skills, particularly Excel.
• Strong organization, prioritization, and time-management skills.
• Ability to work independently and take ownership of department performance.

We are an Equal Opportunity Employer

(The job description is not an exhaustive statement of all the duties, responsibilities, or qualifications of the job, nor is it intended to limit opportunities for necessary modifications).

Arrow Exterminators as a PestVets Company is committed to hiring and participating in acts of service for Veterans and active-duty members of the U.S. Military.

Arrow Exterminators is a Drug-Free Workplace and performs Pre-employment Drug Screens and Background Checks on all employees.