Onsite Call Center Leader – Coach, Optimize & Book

F.h.-Furr-Plumbing,-Heating,-Air-Conditioning,-and-Electrical-Inc; Manassas (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

F.H. Furr, headquartered in Manassas, VA, seeks a Call Center Manager to lead an onsite team of customer service and booking agents at our Manassas headquarters.

You will drive exceptional customer experiences, optimize appointment bookings, and partner with Dispatch, General Managers, Sales, and Field Operations to deliver outstanding results for homeowners. The role requires coaching, performance management, and workforce oversight with after‑hours escalation support.

Qualifications

• Experience managing a call center or contact center.
• Strong coaching, communication, and employee development skills.
• Experience optimizing software, automation, and AI‑driven solutions to improve efficiency and the customer experience.
• Proven ability to manage KPIs, service levels, conversion metrics, and quality performance.
• Ability to analyze operational data and drive continuous improvement.
• Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
• HVAC, Plumbing, Electrical, Home Services, or Trades industry experience preferred but not required.

Responsibilities

• Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.
• Provide real‑time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
• Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
• Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
• Support onboarding and training of new hires while reinforcing F.H. Furr's customer‑first culture.
• Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall performance.
• Assign and maintain agent skill groups and routing configurations.
• Generate and analyze daily, weekly, and monthly operational reports.
• Track and communicate key performance metrics to leadership.
• Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operations.
• Assist with special projects, system enhancements, testing initiatives, and process improvement efforts.
• Process payroll through ADP, validate hours, and administer incentive and spiff programs.
• Ensure compliance with policies and attendance standards.
• Maintain documentation related to coaching, performance management, and development.
• Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.

Job description

F.H. Furr, headquartered in Manassas, VA, seeks a Call Center Manager to lead an onsite team of customer service and booking agents at our Manassas headquarters.

You will drive exceptional customer experiences, optimize appointment bookings, and partner with Dispatch, General Managers, Sales, and Field Operations to deliver outstanding results for homeowners. The role requires coaching, performance management, and workforce oversight with after‑hours escalation support.