Contact Center Leader: Five-Star Support & Ops

Frank Gay Services

Orlando (FL)

On-site

USD 70,000 - 90,000

Full time

4 days ago

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Benefits offered by this job

Paid Vacation/PTO

Medical, Dental, Vision Insurance

401(k) with company match

Job summary

Frank Gay Services is seeking a driven and dependable Contact Center Customer Service Manager to lead our high-volume center supporting HVAC, plumbing, and electrical teams. You’ll act as the right hand to the Contact Center Manager, ensuring service excellence, optimizing workflows, and empowering dispatchers and CSRs to deliver five-star experiences.

This role rewards people leadership and the ability to coach, monitor KPIs, and respond to seasonal surges.

Qualifications

2+ years in a supervisory/assistant manager role within a contact center.
Experience in the skilled trades or service business preferred.
Strong knowledge of call center technology, CRM tools, and workforce management systems.
Excellent interpersonal, communication, and coaching abilities.
Ability to work flexible hours including evenings and weekends during high-demand seasons.

Responsibilities

Lead and supervise CSRs and dispatch staff to ensure high-quality service.
Monitor call center KPIs and coach individuals to improve performance.
Develop staffing plans, call routing, and daily workflows for maximum efficiency.
Implement SOPs and maintain SLA targets; handle escalated issues with urgency and professionalism.
Create and deliver reports to senior leadership on performance and trends.
Collaborate with Field Operations, Sales, and HR to ensure smooth cross-functional communication.