Call Center Manager

Air-Control-Home-Services-1; Lake Havasu City (AZ); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Company-paid health insurance

Short-term disability

Dental insurance

Vision insurance

Life insurance

401(k) with company match

Paid time off

Job summary

Air Control Home Services is seeking a proven Call Center leader to elevate our CSR team and drive performance. You will coach a high-volume group, shape a culture of ownership and urgency, and partner with service, dispatch, and marketing to align leads and customer experience.

You’ll monitor calls, train staff, and relentlessly improve booking and conversion metrics, while planning for seasonal needs in a fast-paced environment.

Qualifications

• Minimum 3 years in a Call Center leadership role or high-volume customer service environment.
• Proven track record of improving booking/conversion/abandon rates and customer satisfaction.
• Strong coaching mindset; evidence of growing CSRs through development.
• Self-starter with a proactive approach; ability to work without a playbook.
• Excellent communication skills with customers, CSRs, and leadership.
• Organized, detail-oriented, able to juggle multiple priorities in a fast-paced setting.
• Tech-savvy; comfortable with Microsoft Office and CRM/call center systems; bonus if experienced with ServiceTitan and AI.

Responsibilities

• Lead, coach, and inspire a team of CSRs to hit booking, conversion, and sales targets.
• Build a culture of ownership, urgency, and customer care in the call center front door.
• Coach for excellence: monitor calls, provide feedback, run training, develop your team.
• Drive inbound and outbound strategy; build playbooks, refine scripts, optimize booking process.
• Partner with Service Managers, dispatch, and marketing to align leads, bookings, and CX.
• Resolve problems quickly: address customer issues, staffing gaps, workflow breakdowns.
• Present KPIs to leadership; translate data into a narrative of what's working and what's changing.
• Plan ahead for seasonal spikes, demand surges, and staffing needs to stay ahead.

Skills

Call Center leadership

Team coaching

Data-driven leadership

CRM / call center systems

Microsoft Office

ServiceTitan

AI familiarity

Tools

CRM systems

Microsoft Office

ServiceTitan

AI tools

Job description

Here's the honest pitch: we're a growing home service company, and the call center is one of the most important seats in the building. We're looking for a leader who knows how to take a team that cares about doing good work and help them perform at the next level.

If that sounds like the kind of role you've been waiting for, keep reading.

What You'll Actually Do

Forget the standard job description bullets. Here's the real shape of the role:

• Lead, coach, and inspire a team of CSRs to consistently hit booking, conversion, and sales targets. The numbers matter, and you'll be the one driving the team toward them.
• Build the culture. The call center is the front door of our business. Customers form their first impression of us on a phone call, and your team sets that tone every day. You'll build a culture of ownership, urgency, and real customer care.
• Coach for excellence. Monitor calls, give feedback, run training, and develop your team. The CSRs who report to you should be measurably better six months after you start than they are today.
• Drive inbound and outbound strategy. Build the playbooks, refine the scripts, evolve the booking process, and find new ways to convert more calls into booked appointments.
• Partner across the company. The call center doesn't work in a vacuum. You'll partner closely with our Service Managers, dispatch team, and marketing to make sure leads, bookings, and customer experience all align.
• Solve problems fast. Customer issues, staffing gaps, workflow breakdowns, scheduling crunches. You'll be the one keeping the wheels on while also fixing the road.
• Tell the story with data. You'll know your KPIs cold, present them to leadership regularly, and translate the numbers into a clear narrative of what's working, what's not, and what's changing.
• Plan ahead. Anticipate seasonal spikes, demand surges, and staffing needs so the team is set up to win, not scrambling to keep up.

Who You Are

We're looking for a specific kind of leader. If most of this sounds like you, we should talk:

• You've led a team before — and you loved it. Minimum 3 years in a Call Center leadership role or high-volume customer service environment. You know what it takes to get the most out of a team day after day.
• You've got a track record of results. You can point to specific numbers that got better because you were in the seat — booking rates, conversion rates, abandon rates, customer satisfaction. Whatever it was, you moved it.
• You build people. You see coaching as one of the most important parts of the job, not a chore. If your CSRs say they grew because of you, you've done it right.
• You're a self-starter with a 'figure it out' attitude. You're comfortable in the gray, you don't wait around for someone to hand you a playbook, and you move fast when something needs solving.
• You're a great communicator — with everyone. You can connect with a frustrated customer, coach a struggling CSR, and present a performance report to leadership with equal confidence.
• You're organized and detail-oriented. You can juggle multiple priorities in a fast-paced environment without dropping the ball.
• You're tech-savvy. Comfortable with Microsoft Office and CRM/call center systems. Bonus if you've worked in ServiceTitan and AI.

What You Get

• $80,000–$110,000 DOE.
• Top performers here are among the highest paid in Mohave County.
• Company-paid health insurance and short-term disability.
• Voluntary dental, vision, life insurance, supplemental life, and long-term disability.
• 401(k) plan with company match.
• Paid time off and paid holidays.
• Ongoing training and development.
• A family-oriented culture where we support one another, celebrate wins, and have fun along the way.
• Lake Havasu City living — boating, sunshine, no traffic, and a real community.

Equal Opportunity Employer/E-Verify Employer