Lead, Coach & Optimize: Contact Center Manager

Frank-Gay-Services-1; Orlando (FL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Paid Vacation/PTO

Medical, Dental, Vision Insurances

401(k) with company match up to 4%

Job summary

Frank Gay Services is seeking a driven and dependable Contact Center Customer Service Manager to lead our high-volume, fast-paced contact center supporting our HVAC, plumbing, and electrical teams.

You’ll be the right hand to the Contact Center Manager, ensuring service excellence, optimizing workflows, and empowering a team of dispatchers and customer service representatives to deliver five-star experiences.

Qualifications

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

Responsibilities

• Lead recruitment, training, and daily supervision of CSRs and dispatch staff.
• Develop staffing plans, call routing, and daily workflows for maximum efficiency.
• Implement SOPs and maintain SLAs; handle escalated customer issues with professionalism.
• Track call center KPIs (e.g., call answer rate, booking rate, hold time) and report findings to leadership.

Skills

Team Leadership

Coaching

Communication Skills

Call Center Technology

CRM Tools

Workforce Management

Interpersonal Skills

Flexible Hours

Tools

CRM systems

Workforce Management Software

Job description

Frank Gay Services is seeking a driven and dependable Contact Center Customer Service Manager to lead our high-volume, fast-paced contact center supporting our HVAC, plumbing, and electrical teams.

You’ll be the right hand to the Contact Center Manager, ensuring service excellence, optimizing workflows, and empowering a team of dispatchers and customer service representatives to deliver five-star experiences.