Call Center Manager

Kennesaw, GA – Onsite

Salary: $110,000–$120,000 10% Bonus Full Benefits

Join one of the fastest-growing home service organizations in the Southeast, serving the greater Atlanta area since 1978. With multiple metro locations, 300 team members, and over 200 trucks on the road daily, we offer competitive pay, strong training and development, growth opportunities, full benefits, and a 10% bonus. This position is full-time and onsite in Kennesaw, GA.

Summary

The Call Center Manager reports to the Director of Central Services and leads a team of 35 in-house agents plus a third-party call-handling group. This role oversees 24/7 operations and is responsible for transforming the call center into a high-performing, sales-driven environment. Key priorities include building a culture of excellence, elevating customer experience, driving sales performance, implementing sales training, developing Team Leads, and improving morale and retention.

Essential Functions

• Lead the transition to a sales-focused call center through inbound/outbound initiatives.
• Meet and exceed KPIs such as sales conversion, service levels, occupancy, abandonment, first call resolution, ASA, and more.
• Identify opportunities for process and performance improvement.
• Develop and execute sales strategies for both team and individual success.
• Create and deliver ongoing sales training, scripting, and role-play sessions.
• Train and support Team Leads in coaching, development, and real-time feedback.
• Mentor Team Leads to strengthen leadership capabilities.
• Implement culture-building strategies to reduce turnover and boost engagement.
• Monitor team satisfaction and take action to improve morale.
• Optimize workforce management, scheduling, and resource allocation.
• Foster a best-in-class culture focused on performance and customer experience.
• Collaborate across departments to improve processes tied to call center operations.
• Lead, coach, and develop service and sales agents in a fast-paced environment.
• Maintain expert product, service, and CRM knowledge and ensure team readiness.
• Monitor performance and quality standards; communicate expectations clearly.
• Provide feedback, recognition, and coaching to drive high performance.
• Analyze and develop reports for data-driven decision-making.
• Create employee development plans and conduct performance reviews.
• Enforce company policies and ensure strong communication across teams.
• Manage projects as needed.
  
  

Qualifications

• Bachelor’s degree in Business Administration or related field required.
• 5 years of call center management experience focused on customer experience, with strong inbound/outbound and sales-strategy expertise. Service industry experience preferred.
• Sales or leadership certifications are a plus.
• Strong results-driven mindset with proven success meeting and exceeding goals.
• Ability to build a culture of accountability, teamwork, and continuous improvement.
• Excellent communication, interpersonal, and leadership skills.
• Experience with call center technologies is an asset.
• Strong analytical, problem-solving, and PC skills; fast learner of new systems.
• Proficiency in MS Office and CRM platforms.
• Demonstrated ability to motivate, coach, and develop teams.
• Strong time management and organizational skills.
• HVAC industry knowledge is a plus.
• Work hours span Monday–Sunday with shifts between 7:00 am and 9:00 pm.
  
  

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