In-Office Call Center & Dispatch Team Lead

Ballard Natural Gas Service; Lynnwood (WA); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

PTO and paid holidays

Leadership training and development

Career advancement opportunities

Job summary

Ballard Natural Gas is seeking a Call Center Manager to lead our Customer Service Representatives and Dispatch teams in Lynnwood. This hands-on leadership role focuses on coaching, developing, and driving KPIs to support growth and customer satisfaction.

The ideal candidate has 3+ years of leadership in residential home services, with ServiceTitan experience, and a proven track record of improving KPIs and team productivity. This full-time, in-office role offers competitive pay and benefits.

Qualifications

• 3+ years of leadership experience managing a Call Center or similar team.

Responsibilities

• Lead, coach, and develop the Call Center and Dispatch teams to achieve company goals and performance expectations.
• Build a positive, energetic, competitive, and accountable team culture.
• Drive daily call center performance including inbound/outbound volume, booking rates, and response times.
• Ensure Dispatch schedules maximize capacity and support revenue goals.
• Hold team members accountable through regular coaching and performance reviews.
• Recruit, interview, hire, onboard, and train Customer Service Representatives and Dispatchers.
• Develop training programs to improve communication, customer experience, booking, and dispatch effectiveness.
• Conduct regular one-on-one meetings, team meetings, call reviews, and coaching sessions.
• Monitor dashboards, reports, and metrics to identify trends and implement improvement plans.
• Partner with Operations, Service Managers, Sales, Marketing, and Recruiting for alignment.
• Maintain staffing levels to meet seasonal demand and growth.
• Ensure processes are followed and identify efficiency opportunities.
• Foster a culture of recognizing top performance and addressing underperformance.

Skills

Leadership

Coaching

Team building

Communication

Recruiting

Tools

ServiceTitan

Job description

Ballard Natural Gas is seeking a Call Center Manager to lead our Customer Service Representatives and Dispatch teams in Lynnwood. This hands-on leadership role focuses on coaching, developing, and driving KPIs to support growth and customer satisfaction.

The ideal candidate has 3+ years of leadership in residential home services, with ServiceTitan experience, and a proven track record of improving KPIs and team productivity. This full-time, in-office role offers competitive pay and benefits.