HVAC Call Center Manager | Lead & Elevate CX

Comfort Matters, LLC; Northern (KY); Hybrid; USD 54,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Training stipends

Job summary

Comfort Matters is seeking a Call Center Manager to lead and develop a team of customer service representatives in a fast-paced call center environment. You will motivate, organize, and optimize performance to drive efficiency and customer satisfaction.

The role emphasizes leadership, process improvement, and data-driven decision making within a home service sector context. Attractive benefits and pay reflect the responsibilities.

Qualifications

• Experience leading call center teams.
• Strong leadership and communication skills.
• Ability to analyze metrics and implement improvements.

Responsibilities

• Lead and manage a team of customer service representatives, providing guidance, coaching, and performance feedback to drive individual and team success.
• Develop and implement call center strategies and processes to improve operational efficiency, maximize productivity, and enhance the customer experience.
• Monitor and analyze call center performance metrics, identify areas for improvement, and implement action plans to achieve service level objectives and customer satisfaction targets.
• Ensure adherence to call center policies and procedures, maintaining a high standard of professionalism, efficiency, and quality in all customer interactions.
• Collaborate with other departments to address customer concerns and resolve issues in a timely and satisfactory manner.

Skills

Leadership

Customer Service

Call Center Ops

Performance Metrics

Data Analysis

Communication

Coaching

Training

Team Building

Problem Solving

Tools

Call Center Software

Telephony Systems

Job description

Comfort Matters is seeking a Call Center Manager to lead and develop a team of customer service representatives in a fast-paced call center environment. You will motivate, organize, and optimize performance to drive efficiency and customer satisfaction.

The role emphasizes leadership, process improvement, and data-driven decision making within a home service sector context. Attractive benefits and pay reflect the responsibilities.