Call Center Operations Leader

Fix-It Group; St. Louis (MO); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

401(k)

Paid Time Off

Paid Holidays

Life Insurance

Disability Insurance

Employee Discounts

Company-Provided Training

Job summary

Hosack Plumbing, Heating & Cooling is seeking an Assistant Call Center Manager to help lead our Customer Service and Dispatch teams. You will coach, develop, and monitor performance to maximize technician productivity and ensure exceptional customer service.

You’ll collaborate with service technicians and managers to streamline scheduling, improve KPIs, and resolve customer issues. This role combines people leadership with hands-on scheduling and coaching to optimize the customer journey.

Qualifications

• Previous customer service, call center, dispatch, or similar operational experience.
• Strong communication and organizational skills.

Responsibilities

• Help lead and support our CSR and Dispatch teams.
• Coach, develop, and hold team members accountable to performance expectations.
• Monitor daily call center activity and KPIs.
• Review customer calls and provide constructive coaching and feedback.
• Assist with scheduling and dispatching to maximize technician productivity.
• Identify opportunities to fill open spots on the schedule.
• Help ensure calls are answered, booked, and handled with a high level of customer service.
• Handle escalated customer situations and help find effective solutions.
• Assist with training and onboarding new CSRs and Dispatchers.
• Work closely with Service Technicians, Service Managers, and other department leaders.
• Help maintain strong communication between the call center and field teams.
• Manage and monitor lead sources, including Angi, Google Local Services Ads (LSA), and other lead-generation channels.
• Step in to lead the call center when the Call Center Manager is unavailable.
• Identify opportunities to improve processes, efficiency, booking rates, and the overall customer experience

Skills

Customer service

Call center

Dispatch

Leadership

Communication

Organization

Job description

Hosack Plumbing, Heating & Cooling is seeking an Assistant Call Center Manager to help lead our Customer Service and Dispatch teams. You will coach, develop, and monitor performance to maximize technician productivity and ensure exceptional customer service.

You’ll collaborate with service technicians and managers to streamline scheduling, improve KPIs, and resolve customer issues. This role combines people leadership with hands-on scheduling and coaching to optimize the customer journey.