Call Center Manager (Onsite – West Chester, PA)

Position Summary

Christian Heating, Cooling, Plumbing & Electrical has been serving homeowners throughout Bucks, Chester, Delaware, and Montgomery Counties since 1989, providing trusted HVAC, plumbing, and electrical services with a strong commitment to customer service and industry-leading standards. 

The Call Center Manager is responsible for leading the daily performance, productivity, and development of contact center agents while ensuring an outstanding customer experience. This onsite role provides coaching, performance management, workforce oversight, and escalated customer support, while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations teams to drive booking performance, membership growth, and operational excellence.

Key Responsibilities

Team Leadership & Performance Management

• Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.
• Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
• Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
• Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
• Support onboarding and training of new hires while reinforcing Christian's customer-first culture.

Customer Experience & Escalation Management

• Manage escalated customer concerns and ensure timely, professional resolution.
• Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
• Review customer feedback, surveys, and membership-related interactions to enhance the overall customer experience.
• Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.

Contact Center Operations

• Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
• Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
• Assign and maintain agent skill groups and routing configurations.
• Generate and analyze daily, weekly, and monthly operational reports.
• Track and communicate key performance metrics to leadership.

Cross-Functional Partnership

• Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness.
• Support coordination between the contact center and field teams to ensure seamless customer experiences.
• Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.

Administrative & Compliance Responsibilities

• Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
• Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
• Maintain accurate documentation related to coaching, performance management, and employee development.
• Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.

What We're Looking For

• Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
• Strong coaching, communication, and employee development skills.
• Experience managing KPIs, service levels, conversion metrics, and quality performance.
• Ability to analyze operational data and drive continuous improvement.
• Strong problem-solving and escalation management capabilities.
• Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
• Ability to thrive in a fast-paced, high-volume service organization.
• HVAC, Plumbing, Electrical, Home Services, Retail Services, or Trades industry experience strongly preferred.

Success Measures

• Service Level Achievement
• Appointment Booking & Conversion Rates
• Customer Satisfaction (CSAT)
• Quality Assurance Scores
• Membership Performance & Retention
• Agent Productivity, Utilization & Adherence
• Attendance, Engagement & Retention
• Escalation Resolution Effectiveness
• Coaching & Employee Development Outcomes
• Payroll Accuracy & Operational Compliance

Work Location

Onsite – West Chester, PA (Christian Heating, Cooling, Plumbing & Electrical Headquarters) 

Join a trusted home services leader and play a key role in delivering exceptional customer experiences while supporting the continued growth and success of Christian's HVAC, Plumbing, and Electrical business.

Christian may conduct a pre‑employment background check and drug test, subject to applicable law.