Contact Center Leader: Coaching, Ops & Performance

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

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.