Call Center Performance Lead

Grand Canyon Home Services LLC; Youngtown (AZ); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Your Birthday is a Paid Day Off

401(k)

401(k) matching

Bonus based on performance

Competitive salary

Employee discounts

Health insurance

Paid time off

Training & development

Job summary

A family-owned air conditioning, heating, and plumbing company is seeking a Call-by-Call Manager to oversee operations and enhance customer satisfaction. This role requires a detail-oriented leader with experience in call center management, aiming to improve service delivery and operational efficiency in a growing team-oriented environment.

Qualifications

• Experience in call center management or leadership roles.
• Strong analytical and problem-solving skills.
• Excellent communication and team management abilities.

Responsibilities

• Oversee daily call center operations and manage team performance.
• Analyze call metrics to identify trends and improvement areas.
• Develop strategies to improve call handling and customer satisfaction.
• Provide leadership and guidance to call center staff.

Skills

Analytical skills

Problem-solving

Communication

Team management

Tools

HVAC technology

Job description

Benefits:

• Your Birthday is a Paid Day Off
• 401(k)
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Employee discounts
• Health insurance
• Paid time off
• Training & development

Are You A Perfectionist? Extremely Detail Oriented? Hard Working? Task Oriented? Able To Hold Others Accountable?

Family owned, Local Air Conditioning, Heating and Plumbing company with an amazing reputation is looking for a Call-by-Call Manager! We have been in business for over 25 years and have built a reputation of being an honest, trustworthy company with an A+ BBB rating. We are looking for a trustworthy, reliable and highly organized "boss"... aka: Call-by-Call Manager to join our team!! This position is in place to ensure exceptional service delivery on every customer call (phone calls and field service calls). This role is pivotal in enhancing our operations, improving customer satisfaction, and driving operational efficiency.

***If you’re a clock-puncher who wants to do as little as possible, then please stop reading this right now. This is not for you!...

Who Are We?

We’re Grand Canyon Home Services LLC. We started over 25 years ago – just one guy and a truck doing heating and cooling work. Today, we continue to grow and are becoming market leaders who want to DOMINATE the West Valley market with Plumbing, Heating, Cooling, Electric, Duct Cleaning, Drain and Sewer Services… and more. We have served thousands of happy customers.... and it feels like we’re only getting started. We’re adding more team members, and you should see the plan we have for growth beyond this.

We’re looking for team members who are striving to push themselves and their team members beyond their personal limits, to earn the money and recognition they deserve, and to have an amazing life-long career in an environment where you work with friends every day.

What’s So Different Here?

Our target is simple: to serve our clients at the highest level and make friends in the process.

Responsibilities:
Oversee daily call center operations and manage team performance.
Analyze phone call and service call metrics to identify trends and areas for improvement.
Develop strategies to enhance call handling and customer satisfaction.
Provide leadership and direction to call center staff.

Requirements:
Experience in call center management or a leadership role.
Strong analytical and problem-solving skills.
Excellent communication and team management abilities.
Proficiency in relevant HVAC efficiency and technology.