Call Center Manager

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

Who We Are

At Seaside Plumbing, we’re not just answering phones and fixing plumbing—we’re restoring peace, uplifting lives, and raising the standard of what service in the trades looks like.

We believe:

• Every great customer experience starts before a technician ever arrives
• People deserve to feel heard, cared for, and confident that help is on the way
• Great teams need great coaching, clear expectations, and strong leadership
• Data matters—but the people behind the numbers matter too
• Leadership means developing people, not simply managing their performance

We’ve built a company where people grow, customers trust us, and the bar is set high.

Let’s Be Clear (Read This First)

This is not for everyone.

This is not a sit-behind-a-desk-and-watch-the-numbers management role.

This is a high-accountability leadership role where:

• Customer experience matters
• Performance matters
• Communication matters
• Coaching matters
• Accountability matters

You’ll lead the people responsible for creating some of the first and most important interactions our customers have with Seaside and coordinating what happens next.

When your team wins, you should know why. When they’re struggling, you should have a plan to help them get better.

If you avoid difficult conversations, struggle to hold people accountable, or aren’t willing to coach from the front—this probably isn’t the role for you.

What You’ll Do

As the Call Center Manager, you will lead the performance, development, and day-to-day operations of our Customer Service and Dispatch teams.

You will:

• Lead, coach, develop, and hold accountable our Customer Service Representatives and Dispatchers
• Establish clear expectations, KPIs, and consistent coaching rhythms for both teams
• Monitor calls, booking, dispatch, and other performance metrics to identify opportunities for improvement
• Develop CSRs in customer communication, booking, de-escalation, and delivering an exceptional customer experience
• Develop Dispatchers in prioritization, communication, decision-making, and effective management of the daily service board
• Ensure strong communication and handoffs between Customer Service, Dispatch, Service Managers, and our field teams
• Oversee staffing and scheduling to meet call volume, technician capacity, and seasonal business needs
• Continuously improve the people, processes, technology, and training that drive Call Center and Dispatch performance

What Success Looks Like Here

• Your CSRs and Dispatchers know what’s expected of them and receive consistent coaching
• Booking, conversion, dispatch, and operational performance are measured and improving
• CSRs communicate with confidence, empathy, urgency, and professionalism
• Dispatchers make thoughtful decisions based on customer needs, technician strengths, geography, capacity, and business opportunity
• Communication between the Call Center and field teams is strong and reliable
• Customer escalations are handled effectively and recurring problems are addressed
• Your people are more capable, confident, and accountable because of your leadership

What Makes This Role Different

This isn’t just about managing phones.

And it isn’t just about managing a dispatch board.

The Call Center sits at the intersection of customer experience, sales, field operations, capacity, communication, and revenue.

Your CSRs turn a homeowner’s need into an opportunity for Seaside to serve them. Your Dispatchers help make sure we deliver on that promise by coordinating our people and resources effectively.

You are responsible for developing both.

We invest heavily in coaching, technology, training, communication, and continuous improvement because we believe great performance comes from building great people and strong systems.

Compensation & Benefits

We believe great people deserve to be taken care of.

• Competitive salary: $55,000–$75,000, based on experience and qualifications
• 100% paid health, dental, and vision insurance for you AND your family
• $15,000 company-paid life insurance with upgrade options
• 401(k) with 4% company match
• Company profit sharing
• Paid vacation, sick time, and holidays
• NO emergency on-call
• Ongoing paid training and professional development

Who This Is For

This role could be a great fit if you:

• Are a strong people leader and coach who knows how to develop different personalities
• Are comfortable setting expectations, measuring performance, and holding people accountable
• Understand that great customer service and strong sales performance can—and should—work together
• Can develop both CSRs and Dispatchers while creating one cohesive team
• Use data and KPIs to identify problems and make better decisions
• Communicate exceptionally well and can navigate difficult conversations
• Thrive in a fast-moving environment where priorities can change quickly

What You Bring

Ideally, you have:

• 4+ years of leadership or management experience in a call center, customer service, dispatch, inside sales, or similar environment
• A demonstrated history of improving individual and team performance
• Strong customer service, sales, coaching, and de-escalation skills
• Experience working with KPIs, scorecards, call reviews, or other measurable performance tools
• Strong organizational, communication, and problem-solving skills
• Comfort using CRM systems, business technology, and performance reporting
• The flexibility to support the operation outside normal hours or on occasional weekends when needed

Nice to Haves

Not required, but they’ll help you hit the ground running:

• Experience with ServiceTitan and/or DispatchPro
• Experience with Microsoft Excel
• Experience with call center phone systems, call recording, dashboards, or similar technology
• Experience using call center data to coach employees and improve performance
• Previous experience in home services or the skilled trades

Who This Is NOT For

This is NOT a fit if you:

• Avoid accountability or difficult conversations
• Prefer managing from reports instead of actively coaching your people
• Care about numbers at the expense of the customer experience—or vice versa
• Struggle to stay organized when things get busy
• Blame other departments instead of working across teams to solve problems
• Resist feedback, change, or continuous improvement
• Want the title of manager without the responsibility of leadership

Location

This is an in-person leadership position operating out of Bishopville, Maryland.

We serve homeowners across the Eastern Shore of Maryland and Delaware.

Our Values

Ownership — Take initiative. Own the outcome. Leave it better than you found it.

Empathy — Lead with humanity, care and understanding.

Courage — Embrace discomfort. Do the hard things. Growth follows.

Gratitude — There is always something to be grateful for. Find it. Share it.

Authenticity — Be your weird self and respect that in others. You shine brighter that way.

Final Word

There are easier management jobs out there.

But if you’re looking for:

• A team you can genuinely develop
• Clear expectations and measurable goals
• The opportunity to improve systems and processes
• A company that invests in its people
• A leadership role where your work directly impacts customers, employees, and the success of the business

This is where you raise the standard—for your team, your customers, and yourself.

Seaside Plumbing is an equal opportunity employer. We are committed to building a team that reflects a wide range of backgrounds, experiences, and perspectives.