Call Center Manager

Confidential Careers; Lombard (IL); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Career development opportunities

Stable work environment

Job summary

A growing coatings company in Lombard, IL, is seeking a dedicated Call Center Manager to oversee its customer service operations. This full-time, onsite role focuses on optimizing processes, ensuring customer satisfaction, and leading a team. Ideal candidates will have experience in leadership within a call center setting, a strong emphasis on quality control, and openness to integrating new AI tools. Join a dynamic team and make a local impact while enhancing your career.

Qualifications

• 1+ year leading a team in a call center or similar customer service environment.
• Proven ability to manage schedules, coverage, and service level agreements (SLAs).
• Strong focus on customer empathy and satisfaction.

Responsibilities

• Build and maintain efficient schedules and SLAs for incoming customer calls.
• Review calls, provide coaching, and enforce quality standards.
• Protect the overall customer experience by focusing on tone and empathy.
• Maintain clear communication with sales and operations teams.
• Ensure service levels are consistently met.

Skills

Customer empathy

Process ownership

Coaching

Team leadership

Quality monitoring

Tools

AI tools

Job description

Get AI-powered advice on this job and more exclusive features.

This range is provided by TORQ Coatings. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$75,000.00/yr - $90,000.00/yr

Direct message the job poster from TORQ Coatings

EXCITING OPPORTUNITY: Call Center Manager / Lead

Location: Lombard, IL

Compensation: $75K-$90K/yr (On-Track Earnings)

Job Type: Full-Time, Onsite

Why Join Us?

TORQ Coatings is a growing coatings company seeking a hands‑on Call Center Manager (or Lead) to oversee and optimize our customer service hub. This role is crucial for protecting the customer experience and driving operational excellence. If you are focused on quality and process improvement, this is an excellent opportunity. What sets us apart:

• High Earning Potential: $75K-$90K/yr (On-Track Earnings)
• Local Impact: Directly influence customer satisfaction and retention
• Stability: Full‑time, onsite role in a rapidly scaling business
• Autonomy: Own and optimize all call center processes, staffing, and quality
• Growth Path: Opportunity to lead a growing team and integrate new AI tools

Your Role: What You'll Be Doing

• Build and maintain efficient schedules, coverage, and SLAs for incoming customer calls (Queue & Staffing)
• Review calls, provide consistent coaching, and enforce scripts/quality standards (Quality & Coaching)
• Protect the overall customer experience by focusing on tone, empathy, and clear next steps (Customer Focus)
• Own and document call flows, escalation rules, and knowledge base documentation (Process Ownership)
• Maintain clear communication with sales, operations, and field teams regarding call center issues, trends, spikes, and demand (Cross-Team Communication)
• Ensure service levels are consistently hit (speed to answer, abandon rate, wait times)
• 1+ year leading a team in a call center or similar customer service environment
• Proven ability to manage schedules, coverage, and service level agreements (SLAs)
• Experience with quality monitoring and call representative coaching
• Ability to build and document repeatable processes and escalation rules
• Strong focus on customer empathy and satisfaction
• Openness to integrating and working with new AI tools
• Located near or willing to commute to the Lombard, IL office (Onsite)

Compensation & Schedule

• Earnings: $75K-$90K/yr (On-Track Earnings)
• Benefits: Stability, career development, and the opportunity to lead a critical team
• Schedule: Full-Time, Onsite with a commitment to covering call center operating hours in Lombard, IL

Our Core Values:

• TENACITY: We push through challenges
• OWNERSHIP: We take responsibility for results
• UNITY: We win together, not alone
• GRIT: We put in the sweat that earns respect
• HEART: We love what we build & who we build it for

Ready to Build Your Career While Making a Local Impact?

This isn't just another supervisory job—it’s your opportunity to apply operational rigor and quality control to a vital customer‑facing team. Join our team and take your career to the next level in a company that values great service, process control, and team communication.

APPLY HERE!

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Seniority level

• Associate

Employment type

• Full-time

Job function

• Management and Customer Service
• Industries: Construction, Facilities Services, and Consumer Services