Service Center Leader – Home Services & Dispatch
Torrey Holistics
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Job summary
Torrey Holistics in Los Angeles is seeking an experienced Call Center Manager to lead the Customer Service and Dispatch teams, drive scheduling accuracy, and maximize revenue opportunities. You will coach CSRs and dispatchers, monitor KPIs, manage escalations, and partner with field technicians to optimize routes and same-day service.
This role requires strong leadership, operational discipline, and a track record of improving customer experience in home services.
Qualifications
- 5+ years of call center leadership experience in home services.
- Strong leadership, coaching, and people-management skills.
- Experience with ServiceTitan or similar field service software.
- Proven ability to hit booking targets and efficiency metrics.
- Knowledge of California labor laws and scheduling compliance.
Responsibilities
- Lead and coach CSRs and Dispatchers to ensure exceptional service and scheduling accuracy.
- Monitor inbound and outbound communications and resolve escalated issues.
- Manage staffing, recruitment, onboarding, and performance reviews.
- Analyze KPIs, optimize routes, and maximize same-day service opportunities.
- Prepare regular operational reports on call center metrics.
Skills
Tools
Job description
Torrey Holistics in Los Angeles is seeking an experienced Call Center Manager to lead the Customer Service and Dispatch teams, drive scheduling accuracy, and maximize revenue opportunities. You will coach CSRs and dispatchers, monitor KPIs, manage escalations, and partner with field technicians to optimize routes and same-day service.
This role requires strong leadership, operational discipline, and a track record of improving customer experience in home services.
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