Customer Service Manager at Papalia

Boxborough, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

26 Sep, 26

Salary

120000.0

Posted On

28 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Coaching, Performance Management, KPI Analysis, Operational Workflow Management, Conflict Resolution, Strategic Planning, Time Management, Problem Solving, Decision Making, Staffing, Scheduling

Industry

Construction

Description

Overview Call Center Manager Location: Boxborough, MA Join the Heritage Legacy — Lead with Purpose! At Heritage Home Service, we believe that outstanding customer experiences start with empowered teams and strong leadership. We’re looking for a Call Center Manager who thrives in a fast-paced environment, inspires performance, and is passionate about developing people and driving results. If you’re a strategic leader who combines operational excellence with a people-first mindset — this is your opportunity to make a meaningful impact. What You’ll Do As our Call Center Manager, you will lead the daily operations and performance of a dynamic customer service team while continuously improving processes and results. Leadership & Team Development Lead, coach, and develop a team of 10+ customer service representatives Conduct regular 1:1 coaching sessions, performance reviews, and development planning Build a culture of accountability, engagement, and continuous improvement Motivate teams to achieve and exceed key performance metrics Performance & Operations Management Monitor and analyze KPIs, call metrics, and performance reports to drive results Conduct call reviews and provide actionable feedback to enhance service quality Oversee scheduling, staffing, and daily operational workflows Identify trends and implement process improvements to increase efficiency and customer satisfaction Cross-Functional Collaboration & Customer Experience Partner with internal departments to ensure seamless operations Handle and resolve escalated customer concerns with professionalism and urgency Communicate updates, initiatives, and expectations clearly across the team Lead team meetings that inform, align, and inspire What You Bring 3+ years of leadership experience in a call center or customer service environment 5+ years total experience in customer service, call center, or dispatch roles Proven ability to manage, coach, and scale teams of 8+ employees Strong analytical mindset with experience using data and reporting tools to drive performance Excellent communication, problem-solving, and decision-making skills Ability to thrive in a fast-paced, evolving environment Highly organized with strong time management and prioritization skills Flexible and adaptable to business needs Benefits & Perks: Company-paid Medical, Dental, and Vision Insurance 401(K) with company matching Paid Time Off and Holiday Plan Company-provided Life & Disability Insurance Compensation: $90,000 – $120,000 annually (based on experience & bonus potential) Apply Today! At Heritage, you’ll join a company that values leadership, invests in its people, and is committed to redefining customer care in the home services industry. Posted Min Pay Rate USD $90,000.00/Yr. Posted Max Pay Rate USD $120,000.00/Yr.

Responsibilities

Lead and develop a team of over 10 customer service representatives while monitoring KPIs to drive operational excellence. Oversee daily workflows, handle escalated customer concerns, and implement process improvements to enhance service quality.