Call Center Manager

Apex Service Partners; East Lansing (MI); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) with company match

Paid time off

Job summary

A leading residential home services company seeks a Call Center Manager to drive strategic initiatives for improving customer service across Michigan. The role involves overseeing operations, managing a remote team, and enhancing customer interactions through analytics. Candidates should have at least 4 years of call center management experience and strong skills in organization and communication. Benefits include medical insurance, a 401(k) match, and paid time off.

Qualifications

• Minimum of 4 years of call center management experience.
• Proven experience managing employees remotely.
• Strong ability to guide teams through uncertainty.

Responsibilities

• Oversee day-to-day call center operations across Michigan.
• Train and manage customer service representatives.
• Analyze trends to recommend effective solutions.

Skills

Call center management

Organization skills

Communication skills

Stakeholder management

Team leadership

Tools

ServiceTitan

AI tools

Job description

Apex Service Partners is a leading residential home services company dedicated to building a network of best‑in‑class local brands across the U.S. We partner with community‑rooted plumbing, HVAC, and electrical businesses to deliver exceptional service while fostering a culture of growth, collaboration, and operational excellence.

Call Center Manager - Michigan

Job Summary: The Call Center Manager is responsible for driving strategic contact center initiatives to enhance customer service across Michigan. This role requires extensive experience, analytical skills, and a passion for identifying and addressing customer service opportunities. The manager will oversee call flows, overflow strategies, and other processes to improve customer interactions, productivity, staffing, and training. Additionally, this position includes generating revenue through leveraging technology, appointment bookings, overcoming objections, and promoting new membership plans.

Key Responsibilities

• Oversee day-to-day call center operations across various locations in Michigan.
• Develop and implement call center processes to enhance the customer experience.
• Identify staffing needs, recruit, hire, and onboard CSRs.
• Project call volumes based on upcoming weather and seasons to staff contact center to meet demand.
• Monitoring processes in place to manage multiple channels of leads and ensuring the leads are contacted in a timely manner.
• Build a healthy, supportive team culture that strengthens engagement and drives improvements in Employee Net Promoter Score (eNPS) results.
• Collaborate with the team to incorporate fun, engaging activities as a regular and valued part of the workplace culture.

Performance Management

• Train, coach, and manage customer service representatives (CSRs).
• Ensure the team achieves key performance indicators (KPIs), including average speed to answer, booked per call %, Abandoned %, Overflow %, membership sales.
• Manage scorecard for CSRs.
• Modify KPIs for CSRs to drive revenue.

Customer Experience

• Resolve and deescalate customer concerns that go beyond CSR capabilities.
• Contact review of processes in place for customer escalations.
• Escalate concerns with GMs and other stakeholders so customer concerns are resolved and thrive for first call resolution.

Change Management

• Lead change management efforts to ensure smooth adoption of new processes, technologies, and customer service initiatives.
• Partner with cross‑functional teams to plan, implement, and optimize operational changes within the contact center.

Strategic Initiatives

• Analyze trends and data to recommend effective solutions.
• Develop innovative ideas for call flows and overflow strategies.
• Implement revenue‑generating activities.

Requirements

• Minimum of 4 years of call center management experience.
• Must be located in Michigan
• Proven experience managing employees remotely.
• Ability to travel across the state of Michigan as needed.
• Strong organizational skills.
• Strong communication and stakeholder management skills.
• Ability to guide teams through uncertainty while maintaining morale and performance.
• Bonus: Experience with ServiceTitan software and/or experience in the home services industry.
• Bonus : Experience working with AI tools, voice AI (Brocoli AI, Avoca AI, Replicant AI), Hatch AI, and managing Google LSA leads.
• Year‑round vacation opportunities.
• Medical, Dental & Vision Insurance provided at no cost to the employee, with family plans available.
• 401(k) with company match up to 4%.
• Basic & Optional Life Insurance.
• Paid time off and holidays.

We are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.