Call Center Manager: Lead Customer Service & Dispatch

Reimer Home Services; Buffalo (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401(k) with company match

Paid holidays

Job summary

Reimer Home Services in Cheektowaga, NY is seeking a Call Center Manager to lead our Customer Service and Dispatch teams. You will coach reps, monitor KPIs, and drive process improvements to deliver outstanding service.

This role requires 3+ years of leadership in call centers and 5+ years in customer service, with proven ability to manage 10+ staff and partner with Service, Sales, and Installation teams. In-person, full-time position with competitive salary.

Qualifications

• 3+ years of leadership experience in a call center, contact center, customer service, or dispatch environment.
• 5+ years of experience in customer service, call center operations, dispatch, or related fields.
• Proven ability to lead, coach, and develop teams of 10+ employees.
• Strong understanding of call center KPIs, productivity metrics, and performance management.
• Excellent communication, problem-solving, and decision-making skills.
• Experience using reporting tools and data to drive operational improvements.
• Highly organized with exceptional time management and prioritization skills.
• Ability to thrive in a fast-paced, high-volume service environment.
• Home services industry experience is a plus but not required.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives and Dispatch personnel.
• Conduct one-on-one coaching sessions, performance reviews, and employee development planning.
• Create a culture of accountability, engagement, and continuous improvement.
• Monitor and analyze KPIs, call metrics, booking rates, customer satisfaction scores, and overall team performance.
• Review customer interactions and provide actionable coaching to improve results.
• Manage staffing, scheduling, and daily call center operations to maximize efficiency.
• Partner closely with Service, Sales, Installation, and Leadership teams to support company objectives.
• Resolve escalated customer concerns professionally and effectively, identifying opportunities for process improvements.

Skills

Leadership

Team coaching

KPIs and metrics

Performance management

Analytical thinking

Communication

Scheduling and staffing

Cross-functional collaboration

Problem solving

Tools

Reporting tools

Job description

Reimer Home Services in Cheektowaga, NY is seeking a Call Center Manager to lead our Customer Service and Dispatch teams. You will coach reps, monitor KPIs, and drive process improvements to deliver outstanding service.

This role requires 3+ years of leadership in call centers and 5+ years in customer service, with proven ability to manage 10+ staff and partner with Service, Sales, and Installation teams. In-person, full-time position with competitive salary.