Call Center Manager (On-Site)

F.H. Furr Plumbing, Heating, Air Conditioning, & Electrical

Georgetown (DE)

On-site

USD 55,000 - 80,000

Full time

14 days+

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Job summary

F.H. Furr Plumbing, Heating, Air Conditioning, & Electrical is seeking an experienced Call Center Supervisor for an onsite role in Georgetown, DE.

You will lead a team of customer service and booking agents, coach staff, manage performance, and drive appointment bookings while partnering with Dispatch, General Managers, and Field Operations to deliver exceptional homeowner service. This leadership position requires strong coaching, problem-solving, and escalation management in a fast-paced

Qualifications

Minimum 3+ years in a call center or supervision role.
Proven ability to coach and develop agents and drive performance.
Experience managing KPIs, service levels, and escalation handling.

Responsibilities

Lead and develop a team of contact center agents focused on customer service, appointment setting, and revenue generation.
Provide real-time coaching and guidance on customer interactions, policies, and booking opportunities.
Conduct regular performance reviews and ongoing training to improve engagement and results.
Lead daily huddles, team meetings, and onboarding of new hires to reinforce customer-first culture.
Monitor queues, service levels, occupancy, and productivity; adjust staffing as needed.
Collaborate with Dispatch, General Managers, Sales, and Operations to improve booking conversions and customer experience.

Skills

Leadership

Coaching

KPIs

Customer service

Team development

Tools

ADP payroll processing

Job description

Call Center Supervisor (Onsite - Georgetown, DE)

Position Summary

F.H. Furr is seeking an experienced Call Center Supervisor to lead and develop a team of customer service and booking agents in Georgetown, Delaware. This onsite leadership role is responsible for driving exceptional customer experiences, maximizing appointment bookings, supporting day-to-day contact center operations, and ensuring alignment with our Plumbing, HVAC, and Electrical service teams. The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations teams to deliver outstanding results for homeowners across our service areas. F.H. Furr provides residential plumbing, heating, cooling, and electrical services throughout the Mid-Atlantic region and is headquartered in Manassas, VA.

Key Responsibilities

Team Leadership & Performance Management

Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.
Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
Support onboarding and training of new hires while reinforcing F.H. Furr's customer-first culture.

Customer Experience & Escalation Management

Manage escalated customer concerns and ensure timely, professional resolution.
Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
Review customer feedback, surveys, and membership-related interactions to enhance the overall customer experience.
Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.

Contact Center Operations

Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
Assign and maintain agent skill groups and routing configurations.
Generate and analyze daily, weekly, and monthly operational reports.
Track and communicate key performance metrics to leadership.

Cross-Functional Partnership

Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness.
Support coordination between the contact center and field teams to ensure seamless customer experiences.
Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.

Administrative & Compliance Responsibilities

Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
Maintain accurate documentation related to coaching, performance management, and employee development.
Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.

What We're Looking For

Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
Strong coaching, communication, and employee development skills.
Experience managing KPIs, service levels, conversion metrics, and quality performance.
Ability to analyze operational data and drive continuous improvement.
Strong problem-solving and escalation management capabilities.
Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
Ability to thrive in a fast-paced, high-volume service organization.
HVAC, Plumbing, Electrical, Home Services, Retail Services, or Trades industry experience strongly preferred.

Success Measures