Call Center Manager

Role Overview

• Oversee day-to-day call center operations across various locations in Ohio.
• Develop and implement call center processes to enhance the customer experience.
• Identify staffing needs, recruit, hire, and onboard CSRs.
• Project call volumes based on upcoming weather and seasons to staff contact center to meet demand.
• Monitoring processes in place to manage multiple channels of leads and ensuring the leads are contacted in a timely manner.
• Build a healthy, supportive team culture that strengthens engagement and drives improvements in Employee Net Promoter Score (eNPS) results.
• Collaborate with the team to incorporate fun, engaging activities as a regular and valued part of the workplace culture.
• Train, coach, and manage customer service representatives (CSRs).
• Ensure the team achieves key performance indicators (KPIs), including average speed to answer, booked per call %, Abandoned %, Overflow %, membership sales.
• Manage scorecard for CSRs. Modify KPIs for CSRs to drive revenue.
• Resolve and deescalate customer concerns that go beyond CSR capabilities.
• Contact review of processes in place for customer escalations.
• Escalate concerns with GMs and other stakeholders so customer concerns are resolved and thrive for first call resolution.
• Lead change management efforts to ensure smooth adoption of new processes, technologies, and customer service initiatives.
• Partner with cross‑functional teams to plan, implement, and optimize operational changes within the contact center.
• Analyze trends and data to recommend effective solutions.
• Develop innovative ideas for call flows and overflow strategies.
• Implement revenue-generating activities.

Requirements

• Minimum of 4 years of call center management experience.
• Proven experience managing employees remotely.
• Ability to travel across the state of Michigan as needed.
• Strong organizational skills.
• Strong communication and stakeholder management skills.
• Ability to guide teams through uncertainty while maintaining morale and performance.
• Bonus: Experience with Service Titan software and/or experience in the home service industry.
• Bonus: Experience working with AI tools, voice AI (Brocoli AI, Avoca AI, Replicant AI), Hatch AI, and managing Google LSA leads.

Benefits

• Year-round vacation opportunities.
• Medical, Dental, & Vision Insurance provided at no cost to the employee, with family plans available.
• 401(k) with company match up to 4%.
• Basic & Optional Life Insurance.
• Paid time off and holidays.