Call Center Operations Leader

Air Comfort, Inc; Grand Rapids (MI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Wages & Bonus

Benefits day one

401K with Company Match

Parental Leave

PTO

Job summary

Atrium Home Services in Grand Rapids, MI is seeking a Call Center Manager to lead the customer service team, monitor performance, and ensure excellent service. This hands-on leadership role focuses on staffing, coaching, and achieving booking targets in a fast-paced environment.

You will work with dispatch, sales, and marketing to optimize operations, use data to drive decisions, and maintain high-quality customer experiences.

Qualifications

• 4–5 years of call center management experience.
• Bachelor’s degree or higher in a related field preferred.
• Proficiency with Microsoft Office, especially Excel.
• Experience with Service Titan and/or Dialpad preferred.
• Familiar with cloud-based data sharing and scheduling systems.

Responsibilities

• Lead and inspire a team of Customer Service Representatives to achieve and exceed goals.
• Drive excellence by partnering with leadership to meet KPIs and maintain top-tier service.
• Establish quality assurance standards and build capability for best-in-class customer experience.
• Promptly prioritize and resolve escalated customer issues to convert challenges into opportunities.
• Use data and tools to collect feedback and continually improve service.
• Develop staffing plans and schedules to meet customer demand.

Education

Bachelor’s degree or higher in a related field

Tools

Microsoft Office

Excel

Service Titan

Dialpad

Cloud-based data sharing

Job description

Atrium Home Services in Grand Rapids, MI is seeking a Call Center Manager to lead the customer service team, monitor performance, and ensure excellent service. This hands-on leadership role focuses on staffing, coaching, and achieving booking targets in a fast-paced environment.

You will work with dispatch, sales, and marketing to optimize operations, use data to drive decisions, and maintain high-quality customer experiences.