Senior Call Center Manager – In-Office, Performance Bonus

Ballard Heating, Cooling, Electric & Plumbing; Lynnwood (WA); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

PTO

Paid holidays

Leadership training

Job summary

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

The ideal candidate has 3+ years leading a call center in residential home services, with ServiceTitan experience and a track record of improving metrics and team productivity.

Qualifications

• 3+ years of leadership experience managing a Call Center or similar team.
• Residential home services experience is required.
• Experience in HVAC, plumbing, electrical, or another residential service industry strongly preferred.
• ServiceTitan experience is required.
• Proven success improving KPIs, booking rates, call volume, conversion rates, and productivity.
• Experience managing dispatch operations and collaboration with field service teams.
• Strong recruiting, hiring, onboarding, and employee development.

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: inbound/outbound volume, booking, conversion, response times, and other KPIs.
• Ensure Dispatch schedules maximize capacity and support revenue goals.
• Recruit, interview, hire, onboard, and train CSRs and Dispatchers.
• Develop training programs to improve communication and customer experience.
• Monitor dashboards, reports and metrics; implement improvements.
• Collaborate with Operations, Service Managers, Sales, Marketing, and Recruiting.

Skills

Leadership

Recruiting

Coaching

Communication

Team development

Customer service

Performance management

Tools

ServiceTitan

Job description

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

The ideal candidate has 3+ years leading a call center in residential home services, with ServiceTitan experience and a track record of improving metrics and team productivity.