Call Center Manager

Trailhead Recruiting; Las Vegas (NM); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Quarterly Bonus based on KPIs

Health, dental, life insurance and 401

401k match

Job summary

Trailhead Recruiting is seeking a Call Center Manager for a premier Electrical Contractor (Home-Services) in the Las Vegas area. You will manage the office side, including inbound/outbound calls, the dispatch board, and a 4-member team.

You will own call handling quality, coaching, SOPs, and the daily/future boards. Manage KPIs and drive scheduling, training, and performance to ensure smooth operations and profitable service delivery.

Qualifications

• Real management experience with hiring, schedules, one-on-ones, and performance conversations.
• Call center or dispatch management experience in home services preferred.
• Experience auditing and grading calls and coaching based on results.
• Experience managing a live schedule and a dispatch board or on-call rotation.
• Written SOPs, checklists, and training materials that people follow.
• Comfort with multiple software platforms; no hand-holding for new tools.

Responsibilities

• Oversee phones: booking rate, abandoned calls, hold times, and call quality.
• Audit recordings, score with a standard, and provide coaching feedback.
• Handle customer inquiries via text, email, and marketing channels; follow up promptly.
• Manage the dispatch board and future board; prioritize jobs and capacity.
• Lead the CSR and dispatch team: scheduling, coverage, on-call rotation, hires.
• Document processes: write SOPs for call flow, dispatch handoff, escalation, closeout.
• Track and report key call center KPIs to ownership weekly.

Skills

Management experience

Call center / dispatch experience

Auditing calls and coaching

Live scheduling management

Written SOPs / process creation

Software platforms proficiency

Tools

ServiceTitan

Broccoli AI

CHIIRP

Job description

Trailhead Recruiting is currently looking for a Call Center Manager for a premier Electrical Contractor (Home-Services) locally here in the Las Vegas area.

This Call Center Manager will manage the office side of the business. This includes inbound/outbound customer phone calls, the dispatch board, as well as managing the team members in these areas (total of 4 team members).

You will be responsible for how a call is answered, whether it gets booked, whether it's booked correctly, and whether the right technician gets sent at the right time. You audit recorded calls, coach team members, and provide feedback. You'll own the daily board and the future board.

Responsibilities:

• The phones. Booking rate, abandoned calls, hold times, and how every call sounds.
• Call quality. Recorded call audits on a set cadence, scored against a written scorecard, with the coaching that follows.
• Customer inquiries via text message, marketing platforms, email, and other sources. Monitoring these inquiries and following up on them as soon as possible.
• The dispatch board. Today and the future board. Priority tags on every job, the day set up for profit, and capacity managed before it becomes a problem.
• The CSR and dispatch team. Schedules, coverage, on-call rotation, one-on-ones, corrective action, and hiring the next CSR.
• Documentation. Written SOPs for the call flow, objection handling, dispatch handoff, escalation, and daily closeout.
• The numbers. A short set of call center KPIs reported to ownership every week.

Qualifications:

• Real management experience. You have hired, built schedules, run one-on-ones, held a performance conversation, and written someone up.
• Call center or dispatch experience. Home services is strongly preferred, but if you have managed a real inbound phone team somewhere else, you can learn the trade.
• Experience auditing and grading recorded calls and coaching a person on the results. This is the single most important skill in the job.
• Experience managing a live schedule: a dispatch board, a shift schedule, an on-call rotation, or a capacity plan.
• Written process that people actually followed. SOPs, checklists, training material. You can point at something you built.
• Comfortable with software platforms. Multiple platforms open at once and no hand-holding when a new tool shows up. They run ServiceTitan, Broccoli AI, CHIIRP, and others, and the stack changes.

The Offer:

• Competitive salary, commensurate with experience.
• Quarterly Bonus structure based on KPIs.
• Benefits package includes health, dental, life insurance and 401k match.