Call Center Manager

Atrium-Home-Services; Grand Rapids (MI); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive wages

Bonus opportunities

Medical, vision, dental plans

Job summary

Atrium Home Services is seeking a Call Center Leader to oversee daily customer service operations in Grand Rapids, MI. This hands-on leadership role requires coaching, scheduling, and driving performance to meet booking targets.

Ideal candidates have 4–5 years in call center management, a Bachelor’s degree preferred, and strong MS Office and Service Titan experience. On-site work is required in Grand Rapids, MI.

Qualifications

• Experience managing a call center team (4–5 years).
• Strong communication and leadership abilities across levels.
• Proficiency with MS Office; comfortable with scheduling & time-tracking tools.

Responsibilities

• Lead and inspire a team of Customer Service Representatives to achieve goals.
• Set and track KPIs; drive top-tier customer service and booking rates.
• Develop and enforce quality assurance standards; perform call audits.

Skills

Microsoft Office

Excel

Service Titan

Dialpad

Education

Bachelor's degree

Tools

Service Titan

Dialpad

Job description

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Atrium Home Services is looking for a talented Call Center Leader to join our forward-thinking team. If you are passionate about delivering long-term customer value and enjoy creating an exemplary customer experience, we want to hear from you! This is an on-site position, located in Grand Rapids, MI.

Position Overview:

As a Call Center Manager at Atrium Home Services, you will play a pivotal role in overseeing the daily operations of our customer service department. Your responsibilities will include monitoring performance metrics, ensuring quality assurance through call audits, and resolving escalated customer issues. This is a hands-on leadership role whereby you will manage, coach, and demonstrate effectiveness on the job. You will drive operational effectiveness by assuring agent availability, appropriate call metrics, and improved booking rates are keys to success. You will build staffing plans, manage agent productivity, train & develop team members, collaborate with service and installation teams, and personally contribute to achieving booking targets for the business. This role is ideal for a dynamic leader who is passionate about customer service and thrives in a fast-paced environment.

What you’ll do:

• Lead & Inspire: Manage and motivate a team of Customer Service Representatives, helping them achieve and exceed their goals.
• Drive Excellence: Collaborate with leadership to set and achieve KPIs, ensuring our customer service remains top tier.
• Quality Assurance: Develop standards and build capability to deliver best-in-class customer experience and booking rates.
• Problem-Solve: Equip team to promptly prioritize and resolve escalated customer issues, turning challenges into opportunities.
• Data-Driven Decisions: Use tools and technology to collect and analyze customer feedback to continually improve our service.
• Team Building: Develop staffing plans and schedules, ensuring we’re always prepared to meet customer needs.
• Cross-Department Collaboration: Work closely with dispatch, sales, and marketing to streamline operations and enhance ensure prompt execution of service.
• Location: Ability to work onsite in Grand Rapids, MI location daily.

What does it take?

• Experience: 4 to 5 years of call center management required.
• Education: Bachelor’s degree or higher in a related field of study is preferred.
• Skills: Proficiency with Microsoft Office, especially Excel, Service Titan preferred
• Communication: Excellent verbal and written communication skills and comfortable in both individual and group settings.
• Tech Savvy: Comfortable with cloud-based data sharing. Familiarity with Service Titan and/or Dialpad preferred. Experience with online time management & scheduling systems and multi-modal customer engagement systems (chat, Thumbtack, Angie’s)
• Languages: Multi or bilingual abilities are a plus!

Why Atrium?

• Competitive Wages and Bonus opportunities!
• Benefit eligible day one – with high quality medical, vision, and dental plans
• Choice in Benefit plans– Dependents and Spousal Coverage
• HSA and FSA accounts with company funded benefits
• Employer provided life insurance coverage
• 401K with Company Match
• Employer Sponsored short- and long-term disability
• Paid holidays and PTO

About Atrium:

Founded in 2021, Atrium Home Services began its journey with the combination of two longstanding Home Services market leaders in Grand Rapids, Michigan and Cleveland, OH. In a short span of time, Atrium has rapidly expanded its footprint of operations throughout the Midwest to establish our business as a premier home services provider in the region. Today, the Atrium family of companies boasts over 400 dedicated employees throughout Ohio, Michigan, Missouri and Illinois. Our team is made up of honest, hard-working professionals committed to driving our continued growth and success.

EEOC statement: Atrium Home Services and its affiliated companies are dedicated equal opportunity employers and prohibit discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against based on such characteristics or any other status protected by the laws or regulations in the locations where we operate.