Call Center Operations Manager

Hawkins Service Company; Tampa (FL); On-site; USD 75,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

PTO and paid holidays

401(k) plan

Paid Nexstar training

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Job description

About Hawkins

Hawkins Service Company has served Tampa Bay and Fort Myers since 1993. Electrical, AC and heating, plumbing, pool repair, and gas: one call handles it all. We keep growing because we only hire the best, and our customers love us for it. People come to us looking for a job and stay because they find a fulfilling career, room to grow, and a team that has each other's backs.

Our Guiding Principles

• Dedication: Holds oneself and the team to high standards of professional work and safety

• Dependability: Is reliable and can be counted on to perform

• Passion: Takes pride in the quality of work

• Honesty: Does the right thing even when no one is looking

• Service: Delivers a 5-star level of service well beyond competitors

These principles aren't wall art at Hawkins. They shape how we hire, how we coach, and how we recognize our people. You'll hear about them in your interviews, because we mean them.

The Role

As our Call Center Operations Manager, you lead the team of Customer Service Reps and Dispatchers who book and schedule every service call, and you own the department's booked call and sales goals. This is a hands-on, onsite leadership role at our Temple Terrace office. We're looking for a proactive operator who spots the trend before it becomes the problem, builds the dashboards that show it, and drives productivity every single day.

What You'll Do

Lead the team

• Coach CSRs and Dispatchers on converting calls into booked appointments, and refine call scripts so they're clear, compelling, and effective

• Manage dispatch so the right technician is matched to every job

• Set clear performance expectations, hold regular one-on-ones, and coach from the data – including recorded call reviews

Own the numbers

• Build and maintain daily, weekly, and monthly dashboards covering call volume, booking and conversion rates, abandonment, and response times

• Use AI and modern tools to create reports and automations that improve visibility and cut manual admin work

• Lead headcount and workforce planning – forecast staffing against seasonal demand, build coverage schedules, and partner with HR and Operations on hiring

• Keep leadership informed on results, risks, and what you're doing about them – no surprises

What You Bring

Must-haves

• You've run a call center – 5+ years of leadership experience, including recruiting, training, and coaching CSRs and Dispatchers

• ServiceTitan experience – you know the platform and can put it to work from day one

• You run toward tech, not from it – strong Excel, Word, and PowerPoint skills, plus hands-on use of AI tools like ChatGPT, Gemini, and Claude to build reports and work smarter

• You're data oriented and analytical – you know how to collect, analyze, and use numbers to make business decisions

• You love people – you have a coach's personality: teaching, inspiring, and influencing others

• You're customer obsessed – solving customer problems energizes you, and every decision you make starts with the customer experience

• You lead by serving – you bring high emotional intelligence and a servant leadership mindset, measuring your success by how well your team and our customers are taken care of

Nice-to-haves

• Home services, trades, or dispatch industry experience

• Experience building call center reporting, KPI tracking, and workforce planning processes from the ground up

Pay, Schedule, and Benefits

• Base salary of $75k - $100K depending on experience, plus performance bonus up to 20%

• Medical, dental, and vision insurance

• PTO and paid holidays

• 401(k) plan

• Paid training – including paid Nexstar training

Hawkins Service Company is an Equal Opportunity Employer.