Call Center Manager

Dilling Heating, Cooling, Plumbing & Electrical; Charlotte (NC); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead their call center team. This pivotal role combines strategic thinking with a people-first approach, ensuring exceptional customer experiences while driving performance and revenue growth. You will oversee daily operations, manage a talented team, and implement innovative processes to enhance service quality. If you are passionate about customer service and eager to foster a high-performing culture, this opportunity offers growth and development in a supportive environment.

Benefits

Medical, Dental, Vision Insurance

Health Savings Account

Short- and Long-term Disability Options

Company Paid Life Insurance

PTO including vacation, sick and holiday

Matching 401(k) (4%) & ROTH IRA

On-Going Training & Development

Growth Opportunities

Qualifications

• 5+ years in a call center environment, with 2+ years in a management role.
• Strong leadership and coaching abilities.

Responsibilities

• Manage daily call center operations for effective service delivery.
• Lead and mentor a team to meet performance metrics.

Skills

Leadership

Customer Service

Data Analysis

Communication Skills

Coaching

Job description

Overview

We are seeking a dynamic and results-driven Customer Service Manager to lead our call center team in delivering exceptional customer experiences while driving key performance and revenue goals. This role is ideal for a strategic thinker who combines a people-first mindset with strong analytical and leadership skills.

As the Customer Service Manager, you will oversee daily call center operations, manage a team of on-site and remote Customer Service Representatives (CSRs), and implement innovative processes to enhance service quality, efficiency, and customer satisfaction. You will play a key role in both customer service excellence and revenue-generating activities, including appointment setting and membership sales.

What’s in it for YOU:

• Medical, Dental, Vision Insurance
• Health Savings Account
• Short- and Long-term Disability Options
• Company Paid Life Insurance
• PTO including vacation, sick and holiday
• Matching 401(k) (4%) & ROTH IRA
• On-Going Training & Development
• Plus Growth Opportunities

What YOU will do:

• Manage daily operations of the call center to ensure effective and efficient service delivery.
• Lead, train, coach, and mentor a team of CSRs to consistently meet or exceed performance metrics including average speed to answer, service levels, abandon rates, and customer satisfaction scores.
• Drive revenue growth through performance management in appointment setting, overcoming objections, and promoting membership plans.
• Analyze trends, call flows, and CSR performance data to identify opportunities for process improvements and implement solutions.
• Foster a culture of continuous improvement and learning through regular training, coaching, and performance reviews.
• Resolve escalated customer concerns in a professional and timely manner.
• Identify staffing needs, recruit, hire, and onboard new team members aligned with the company’s goals.
• Ensure achievement of customer experience benchmarks, including a minimum rating of “C” or better on the Customer Experience Scorecard.
• Collaborate cross-functionally to align call center strategies with broader business objectives.

What YOU will bring:

• Minimum 5 years of experience in a call center environment, with at least 2 years in a supervisory or management role.
• Strong leadership, coaching, and team-building abilities.
• Excellent verbal and written communication skills.
• Proven ability to handle escalations, overcome objections, and multitask in a fast-paced environment.
• Demonstrated experience in analyzing data and making strategic decisions based on insights.
• Passion for customer service and a desire to develop and grow both yourself and your team.
• Ability to work independently and collaboratively across diverse teams.

Join us and help lead a customer-focused, high-performing team that’s committed to delivering excellent service and driving meaningful business results.