Contact Center Customer Service Manager

Frank Gay Residential; Orlando (FL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Paid Vacation/PTO

Medical, Dental, Vision Insurance

401(k) with company match up to 4%

Job summary

Frank Gay Services seeks a seasoned Contact Center Customer Service Manager to lead a fast-paced team supporting HVAC, plumbing, and electrical services. You will empower dispatchers and CSRs, drive service excellence, and optimize workflows to deliver five-star customer experiences.

The role emphasizes people leadership, performance coaching, and the ability to manage seasonal surges with composure while partnering with Field Operations, Sales, and HR to ensure seamless service delivery.

Qualifications

• 2+ years of supervisory experience in a contact center.
• Experience in the skilled trades industry or service business preferred.
• Solid understanding of call center technology, CRM tools, and workforce management systems.
• Strong interpersonal, communication, and coaching skills.
• Ability to work flexible hours including some evenings and weekends.

Responsibilities

• Lead and develop CSRs and dispatch staff in a high-volume contact center.
• Monitor KPIs and coach the team to improve performance.
• Develop staffing plans, call routing, and daily workflows for maximum efficiency.
• Implement SOPs and maintain SLAs with cross-functional teams.
• Prepare and present reports to senior leadership.

Skills

Team Leadership

Coaching & mentoring

KPI tracking

Customer service leadership

Scheduling & dispatching

CRM systems

Workforce management

Communication

Tools

CRM tools

Workforce management software

Job description

Overview

Frank Gay Services is seeking a driven and dependable Contact Center Customer Service Managerto help lead our high-volume, fast-paced contact center supporting our HVAC, plumbing, and electrical teams. You’ll be the right hand to the Contact Center Manager, ensuring service excellence, optimizing workflows, and empowering a team of dispatchers and customer service representatives to deliver five-star experiences.

This role is ideal for someone who thrives on people leadership, thrives under pressure, and understands the unique rhythm of the skilled trades. If you can juggle metrics, coach like a pro, and keep a cool head during seasonal surges, this one's for you.

What’s in it for YOU:

• Team Leadership & Development
  • Support the recruitment, training, and daily supervision of CSRs and dispatch staff.
  • Lead by example to drive high performance, accountability, and positive culture.
  • Monitor performance metrics and conduct coaching sessions to improve individual and team outcomes.
• Operational Excellence
  • Assist in developing staffing plans, call routing, and daily workflows for maximum efficiency.
  • Collaborate with the Contact Center Manager to implement SOPs and maintain service level agreements (SLAs).
  • Handle escalated customer issues with professionalism and urgency.
• Performance Management & Reporting
  • Track call center KPIs (e.g., call answer rate, booking rate, hold time, etc.).
  • Identify trends and implement solutions to improve team productivity and customer satisfaction.
  • Assist in creating and delivering reports to senior leadership.
• Cross-Functional Collaboration
  • Partner with Field Operations, Sales, and HR to ensure seamless communication and service delivery.
  • Support scheduling, dispatching, and customer follow-ups as needed.
  • Ensure smooth communication between contact center and field techs during peak hours.

Benefits:

• Paid Vacation/PTO
• Medical, Dental, Vision Insurances, paid life insurance
• 401(k) with company match up to 4%

What you will bring:

• 2+ years of experience in a supervisory or assistant manager role within a contact center environment.
• Prior experience in the skilled trades industry or service business strongly preferred.
• Solid understanding of call center technology, CRM tools, and workforce management systems.
• Strong interpersonal, communication, and coaching skills.
• Ability to work flexible hours, including some evenings and weekends during high-demand seasons.