Call Center Operations Manager

Chen Plumbing; Norcross (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Monthly Bonuses tied to team perfomrn

Health insurance

401(k) with company match

Yearly Christmas party

Family-run company culture

Job summary

Chen Plumbing is seeking a Call Center Manager to lead the CSR/Dispatch team in the Atlanta area. This role is responsible for daily operations, coaching, and performance against KPIs, ensuring calls and texts are handled well, bookings and dispatches are accurate, and the team meets targets each week.

The successful candidate will drive employee development, oversee hiring and onboarding, and maintain SOPs and scripts.

Qualifications

• 2+ years in a call center, dispatch, or customer service leadership role.
• Home services experience strongly preferred (plumbing, HVAC, electrical).
• Proven ability to coach and develop a team, not just manage tasks.
• Comfortable reading performance data and turning it into action.
• Calm under pressure, especially during high call volume or staffing gaps.
• Strong written and verbal communication.
• Experience with ServiceTitan or similar field service software is a plus.
• Reliable, in-office, hands-on leadership style (this is not a remote role).

Responsibilities

• Manage day-to-day performance of CSRs and Dispatchers.
• Run regular one-on-ones and team meetings.
• Coach using curbside coaching methods.
• Handle escalations, scheduling conflicts, and performance issues.
• Support hiring, onboarding, and training for new CSR/Dispatch hires.
• Monitor call handling, booking rates, and dispatch efficiency in real time.
• Ensure the daily schedule board stays organized and technicians stay productive.
• Step in to cover calls or dispatch during call-outs or volume spikes.
• Maintain and improve CSR/Dispatch SOPs and scripts.
• Ensure ServiceTitan job tagging, notes, and data entry meet company standards.
• Track and report on team KPIs (booking rate, answer rate, NPS response rate, CEC action taken %).
• Deliver weekly NPS and call-handling reports to leadership.
• Identify trends in missed opportunities, cancellations, or customer complaints.
• Use call recordings and quality reviews to identify coaching opportunities.

Skills

Leadership

People management

Call center operations

Performance coaching

Data analysis

SOP development

Tools

ServiceTitan

Job description

Chen Plumbing has served the Atlanta area since 1998. We're a family-run company with a strong team culture, and the call center is the front door to everything we do. This role owns that front door.

The Call Center Manager is responsible for the performance, coaching, and daily operations of the CSR/Dispatch team. This person makes sure every call and text is handled well, every job gets booked and dispatched correctly, and the team hits its numbers week after week. This is a leadership role, not an individual contributor role. Success is measured by team performance, not personal call volume.

What You'll Do

• Manage day-to-day performance of CSRs and Dispatchers
• Run regular one-on-ones and team meetings
• Coach using curbside coaching methods (I explain it / you explain it / I do it / you do it)
• Handle escalations, scheduling conflicts, and performance issues
• Support hiring, onboarding, and training for new CSR/Dispatch hires

Operational Oversight

• Monitor call handling, booking rates, and dispatch efficiency in real time
• Ensure the daily schedule board stays organized and technicians stay productive
• Step in to cover calls or dispatch during call-outs or volume spikes
• Maintain and improve CSR/Dispatch SOPs and scripts
• Ensure ServiceTitan job tagging, notes, and data entry meet company standards

Performance & Reporting

• Track and report on team KPIs (booking rate, answer rate, NPS response rate, CEC action taken %)
• Deliver weekly NPS and call-handling reports to leadership
• Identify trends in missed opportunities, cancellations, or customer complaints
• Use call recordings and quality reviews to identify coaching opportunities

Culture & Standards

• Reinforce Chen Plumbing's core values: Pursue Excellence, Do The Right Thing, Team Player, Coachable, Ownership
• Keep morale high through recognition, competitions, and clear communication
• Ensure the team represents the brand professionally on every call

What We're Looking For

• 2+ years in a call center, dispatch, or customer service leadership role
• Home services experience strongly preferred (plumbing, HVAC, electrical, etc.)
• Proven ability to coach and develop a team, not just manage tasks
• Comfortable reading performance data and turning it into action
• Calm under pressure, especially during high call volume or staffing gaps
• Strong written and verbal communication
• Experience with ServiceTitan or similar field service software is a plus
• Reliable, in-office, hands-on leadership style (this is not a remote role)

What Success Looks Like (First 90 Days)

• Fully understands current CSR/Dispatch workflows, scripts, and SOPs
• Has one-on-ones established with every team member
• Delivering accurate weekly NPS and call-handling reports without oversight
• Has identified at least one process improvement or training gap and acted on it

What We Offer

• Monthly Bonuses tied to team performance
• Health insurance
• 401(k) with company match
• Yearly Christmas party
• Family-run company with a strong team culture