Onsite Call Center Manager: Lead & Optimize Bookings

F.H. Furr; Manassas (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

F.H. Furr is seeking an experienced Call Center Manager to lead and develop a team of customer service and booking agents at our headquarters in Manassas, Virginia.

This onsite leadership role drives exceptional customer experiences, maximizes appointment bookings, and partners with service teams across the Mid-Atlantic region. The role requires strong coaching, performance management, and workforce oversight, with accountability for escalation handling and cross-functional collaboration.

Qualifications

• Previous management experience.
• Strong coaching, communication, and employee development skills.
• Experience optimizing software, automation, and/or AI-driven solutions to improve operational efficiency and enhance the customer experience.
• Experience managing KPIs, service levels, conversion metrics, and quality performance.
• Ability to analyze operational data and drive continuous improvement.
• Strong problem-solving and escalation management capabilities.
• Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
• Ability to thrive in a fast-paced, high-volume service organization.
• HVAC, Plumbing, Electrical, Home Services, Retail Services, or Trades industry experience is 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 contact center performance.
• Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
• 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 operational effectiveness.
• Support coordination between the contact center and field teams to ensure seamless customer experiences.
• Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.

Skills

Management experience

Coaching

Data analysis

Process improvement

Customer service focus

Communication

Problem-solving

Escalation management

KPI tracking

Trades industry experience

Tools

ADP payroll processing

CRM systems

Contact center platforms

Workforce management tools

Job description

F.H. Furr is seeking an experienced Call Center Manager to lead and develop a team of customer service and booking agents at our headquarters in Manassas, Virginia.

This onsite leadership role drives exceptional customer experiences, maximizes appointment bookings, and partners with service teams across the Mid-Atlantic region. The role requires strong coaching, performance management, and workforce oversight, with accountability for escalation handling and cross-functional collaboration.