Call Center Manager at One Hour Heating & Air Conditioning

Virginia Beach, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Dec, 25

Salary

0.0

Posted On

17 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Center Management, Leadership, Coaching, Performance Management, Problem-Solving, Critical Thinking, Communication, Interpersonal Skills, CRM Systems, Call Management Systems, Customer Service, Teamwork, Sales Mentoring, Process Improvement, Training Development, Customer Satisfaction

Industry

Consumer Services

Description

Description The Call Center Manager leads our dynamic and fast-paced Client Care team, ensuring top-tier customer service and efficient call handling. This role oversees daily operations, supports associate development, and drives performance to meet established KPIs. The ideal candidate brings a strong background in call center leadership and has a proven track record managing high-performing teams in a service-focused environment. Responsibilities: · Directly manage and coach a team of 15+ associates to ensure script adherence, customer satisfaction, and performance metrics are consistently met or exceeded · Monitor inbound call volume and associate coverage to ensure efficient handling and minimal wait times · Handle escalated calls and complex customer concerns with professionalism and empathy · Conduct regular call reviews and provide constructive feedback for skill development · Collaborate with the Director to develop and implement process improvements and training programs · Support inside sales efforts by mentoring associates on lead conversion, and outbound appointment setting · Track and analyze performance metrics including call volume, answer rate, booking rate, and CSAT score · Lead by example in delivering a positive customer experience and fostering a culture of accountability, teamwork, and growth Requirements · 3 to 5 years of call center management experience · Strong leadership, coaching, and performance management skills · Proven ability to lead in a high-volume, fast-paced environment · Experience in inside sales or inbound sales, preferably in home services or related industries · Strong problem-solving and critical thinking skills · Excellent communication and interpersonal skills · Experience using CRM and call management systems Preferred Qualifications: · Experience in the HVAC, plumbing, or home services industry · Familiarity with sales tracking and goal-setting tools

Responsibilities

The Call Center Manager oversees daily operations of the Client Care team, ensuring high-quality customer service and efficient call handling. This role includes managing a team of associates, monitoring performance metrics, and implementing process improvements.