Call Center Manager

Bacon Plumbing, Heating, Air & Electric is looking for an experienced and motivated Call Center Manager to lead our customer service operations. In this role, you will oversee daily call center activities, ensure performance targets are met, and drive a culture of excellence and customer satisfaction. You’ll manage a team of agents, analyze key metrics, and implement strategies to improve efficiency, quality, and customer experience.

Key Responsibilities

• Lead, motivate, and support a team of call center agents to achieve performance goals and KPIs.
• Monitor daily operations and ensure adherence to company policies, scripts, and quality standards.
• Analyze performance metrics (AHT, FCR, CSAT, etc.) and prepare regular reports for senior management.
• Develop training programs and continuous improvement initiatives for staff development.
• Manage scheduling, workforce planning, and resource allocation to maintain optimal coverage.
• Handle escalated customer issues with professionalism and effective problem-solving.
• Collaborate with other departments (Sales, Marketing, IT, HR) to optimize processes and customer experience.
• Identify process inefficiencies and recommend technology or workflow enhancements.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
• 3–5 years of experience in call center management or customer service leadership.
• Proven ability to manage teams and drive performance improvements.
• Strong analytical, organizational, and communication skills.
• Proficiency with CRM systems, call center software, and reporting tools.
• Excellent problem-solving skills and a customer-first mindset.
• Experience with Service Titan is highly beneficial.

What We Offer

• Competitive salary and performance-based bonuses.
• Health, dental, and retirement benefits.
• Opportunities for professional growth and leadership development.
• A collaborative and supportive work environment.

Work Location: In person