Call Center Operations Leader | Data-Driven & AI-Enabled

Hawkins Service Company; Tampa (FL); Presencial; USD 75.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

PTO and paid holidays

401(k) plan

Paid Nexstar training

Descripción de la vacante

Hawkins Service Company is seeking an experienced Call Center Operations Manager to lead CSRs and Dispatchers, booking every service call and owning the department's goals. This onsite role at our Temple Terrace office emphasizes proactive problem solving, data dashboards, and productivity improvements.

You will spot trends, build dashboards, and drive staffing decisions to meet seasonal demand while aligning with HR and Operations on hiring and performance.

Formación

• 5+ years leading a call center with recruiting, training and coaching CSRs/Dispatchers.
• Experience using ServiceTitan platform from day one.
• Proficient in Excel, Word and PowerPoint; hands-on with AI tools for reporting.
• Strong data orientation with ability to analyze numbers for decisions.
• Coaching mindset with focus on customer experience and servant leadership.
• Nice-to-have: experience in home services, dispatch, or related industries.
• Experience building call center reporting, KPI tracking and workforce planning.

Responsabilidades

• Coach CSRs and Dispatchers on converting calls into booked appointments and refine scripts.
• Manage dispatch to ensure right technician matches each job.
• Set clear performance expectations and coach from data with call reviews.
• Build and maintain dashboards daily, weekly and monthly on volumes, bookings, conversions, abandonment and response times.
• Use AI tools to create reports and automations to increase visibility and reduce manual work.
• Lead headcount planning, forecast seasonal staffing, and coordinate with HR and Ops on hiring.
• Keep leadership informed on results and risks with proactive actions.

Conocimientos

Call center leadership

ServiceTitan

Excel

Word

PowerPoint

AI tools

Data analytics

Coaching

Customer focus

Servant leadership

Industry experience

Call center reporting

KPI tracking

Workforce planning

Descripción del empleo

Hawkins Service Company is seeking an experienced Call Center Operations Manager to lead CSRs and Dispatchers, booking every service call and owning the department's goals. This onsite role at our Temple Terrace office emphasizes proactive problem solving, data dashboards, and productivity improvements.

You will spot trends, build dashboards, and drive staffing decisions to meet seasonal demand while aligning with HR and Operations on hiring and performance.