Lead Call Center & Dispatch Team Coach

Hosack; O’Fallon (MO); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

401(k)

Paid Time Off

Paid Holidays

Life Insurance

Short-Term and Long-Term Disability

Employee Discounts

Company-Provided Training

Job summary

Hosack Plumbing, Heating & Cooling is seeking an energetic Assistant Call Center Manager to lead our Customer Service and Dispatch teams. You will coach and develop staff, monitor KPIs, and ensure bookings meet high service standards.

This is a full-time leadership role reporting to the Call Center Manager and focused on improving scheduling and customer satisfaction. The position emphasizes strong communication, multi-tasking in a fast-paced environment, and collaboration with field technicians

Qualifications

• Experience in customer service, call center, or dispatch operations.
• Strong communication and organizational skills.
• Leadership or team lead experience preferred.

Responsibilities

• Help lead and support our CSR and Dispatch teams.
• Coach, develop, and hold team members accountable to performance expectations.
• Monitor daily call center activity and KPIs.
• Review customer calls and provide constructive coaching and feedback.
• Assist with scheduling and dispatching to maximize technician productivity.
• Identify opportunities to fill open spots on the schedule.
• Help ensure calls are answered, booked, and handled with a high level of customer service.
• Handle escalated customer situations and help find effective solutions.
• Assist with training and onboarding new CSRs and Dispatchers.
• Work closely with Service Technicians, Service Managers, and other department leaders.
• Help maintain strong communication between the call center and field teams.
• Manage and monitor lead sources, including Angi, Google Local Services Ads (LSA), and other lead-generation channels.
• Step in to lead the call center when the Call Center Manager is unavailable.
• Identify opportunities to improve processes, efficiency, booking rates, and the overall customer experience.

Skills

Customer service

Call center

Dispatch

Leadership

Coaching

KPIs

Tools

Angi

Google Local Services Ads

Job description

Hosack Plumbing, Heating & Cooling is seeking an energetic Assistant Call Center Manager to lead our Customer Service and Dispatch teams. You will coach and develop staff, monitor KPIs, and ensure bookings meet high service standards.

This is a full-time leadership role reporting to the Call Center Manager and focused on improving scheduling and customer satisfaction. The position emphasizes strong communication, multi-tasking in a fast-paced environment, and collaboration with field technicians