Director of Contact Center & Dispatch

ProSkill Services; Cave Creek (AZ); Presencial; USD 70.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

401(k) with company match

PTO accrued at one hour per 40 hours

Professional growth and leadership发展机会

Descripción de la vacante

ProSkill Services in Anthem/North Phoenix, AZ is seeking a Call Center Manager to lead Customer Service, Dispatch, Inside Sales, and Install Coordination, driving revenue growth and exceptional customer experiences. You will set strategic direction, optimize technology, and build a culture of accountability with a hands-on leadership presence.

The role requires managing a team of 10–15+ staff, establishing KPIs, and collaborating with Field Operations, Sales, Marketing, and HR.

Formación

• Proven management experience in a high-volume call center supporting $20M+ annual revenue.
• Experience leading teams of 7–15+ employees.
• Strong understanding of customer service, dispatch, scheduling, and revenue-driven call center operations.
• Experience with ServiceTitan, Microsoft Office, and performance reporting.
• Experience with AI-powered customer service and booking platforms preferred.
• Experience overseeing inside sales and install coordination preferred.

Responsabilidades

• Lead daily operations across Customer Service, Dispatch, Inside Sales, and Install Coordination.
• Develop departmental strategies aligned with company revenue, growth, and customer experience objectives.
• Establish and monitor KPIs, staffing plans, departmental budgets, and performance expectations.
• Identify opportunities to improve booking rates, operational efficiency, and revenue generation.
• Provide executive leadership with performance reporting and actionable recommendations.
• Drive booking accuracy, dispatch efficiency, technician‑to‑job matching, and scheduling optimization.
• Establish quality assurance standards for customer interactions, inbound and outbound calls, and appointment scheduling.
• Oversee AI booking accuracy, call quality reviews, and process improvements.
• Identify and eliminate missed opportunities, scheduling errors, and operational inefficiencies.
• Lead, coach, and develop a high‑performing team of approximately 10‑15+ employees, including supervisors and team leads.
• Foster a culture of accountability, professionalism, employee engagement, and continuous improvement.
• Conduct performance evaluations, provide ongoing coaching, and develop future leaders.
• Partner with Field Operations, Sales, Marketing, and HR to align scheduling, staffing, and revenue objectives.
• Serve as the escalation point for high‑impact customer concerns.
• Collaborate with field leadership to maximize technician productivity and ensure seamless service delivery.

Conocimientos

Call center management

Leadership

Performance reporting

AI-powered platforms

Customer service operations

Herramientas

ServiceTitan

CRM reporting

Microsoft Office

Descripción del empleo

ProSkill Services in Anthem/North Phoenix, AZ is seeking a Call Center Manager to lead Customer Service, Dispatch, Inside Sales, and Install Coordination, driving revenue growth and exceptional customer experiences. You will set strategic direction, optimize technology, and build a culture of accountability with a hands-on leadership presence.

The role requires managing a team of 10–15+ staff, establishing KPIs, and collaborating with Field Operations, Sales, Marketing, and HR.