Call Center Manager — Lead & Grow Home Services Booking

F.H. Furr; Manassas (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

F.H. Furr is seeking an experienced Call Center Manager to lead a team of customer service and booking agents at our headquarters in Manassas, Virginia.

This onsite leadership role focuses on delivering exceptional customer experiences, maximizing appointment bookings, and aligning with the Plumbing, HVAC, and Electrical service teams. The role calls for coaching, performance management, and workforce oversight, with collaboration across Dispatch, General Managers, Sales Leadership, and

Qualifications

• Previous management or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
• Strong coaching, communication, and employee development skills.
• Experience managing KPIs, service levels, conversion metrics, and quality performance.
• Ability to analyze operational data and drive continuous improvement. Strong problem-solving and escalation management capabilities.
• Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.

Responsibilities

• Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.
• Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
• Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
• Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
• Support onboarding and training of new hires while reinforcing F.H. Furr's customer-first culture.

Job description

F.H. Furr is seeking an experienced Call Center Manager to lead a team of customer service and booking agents at our headquarters in Manassas, Virginia.

This onsite leadership role focuses on delivering exceptional customer experiences, maximizing appointment bookings, and aligning with the Plumbing, HVAC, and Electrical service teams. The role calls for coaching, performance management, and workforce oversight, with collaboration across Dispatch, General Managers, Sales Leadership, and