Call Center Manager

Call Center Manager - Residential & Commercial Energy Services - Orlando, FL

Hamilton Porter is a national recruiting firm that partners with companies to help them find and hire all-star talent. We are seeking a highly analytical and results-driven Call Center Manager to lead and scale a 100 person call center operation supporting both telesales and customer service within the retail energy industry (gas electric sales). This role is responsible for driving performance through data, building scalable systems and processes, and developing high-performing teams.

The ideal candidate combines strong operational leadership with deep expertise in KPIs, analytics, performance optimization, and has a proven track record of managing large, fast-paced call center environments.

Key Responsibilities

Performance Management & KPIs

• Own and manage all call center KPIs across sales and service functions, including:
• Conversion rates / sales per rep; Revenue per call / per agent; Call quality scores; Average handle time (AHT); First call resolution (FCR); Customer satisfaction (CSAT)
• Attendance, adherence, and occupancy
• Establish clear performance benchmarks and continuously optimize targets based on data insights
• Build and maintain real-time dashboards and reporting systems to track performance at agent, team, and department levels
• Identify trends, gaps, and opportunities to improve efficiency, conversion, and customer experience

Analytics & Reporting

• Leverage data analytics to drive strategic decisions and operational improvements
• Develop forecasting models for call volume, staffing needs, and revenue projections
• Partner with marketing and leadership teams to analyze lead quality, funnel performance, and ROI
• Conduct regular deep-dive analyses into performance drivers and present actionable insights to executive leadership
• Implement tools and technologies to improve visibility, attribution, and performance tracking

Systems, Processes & Optimization

• Design, implement, and continuously refine scalable systems and processes across telesales and customer service operations
• Standardize workflows, scripts, QA processes, and escalation procedures
• Drive automation and efficiency initiatives to reduce costs and improve productivity
• Ensure compliance with regulatory requirements (including TCPA and energy industry guidelines)
• Optimize CRM, dialer systems, and call routing strategies to maximize performance

Team Leadership & Development

• Lead, manage, and scale a team of 100 agents, including supervisors and managers
• Develop a high-performance culture focused on accountability, continuous improvement, and results
• Oversee hiring strategy, workforce planning, and onboarding processes
• Coach and mentor leadership staff to improve team performance and retention
• Implement structured training and ongoing development programs for sales and service excellence
• Conduct regular performance reviews and create individualized improvement plans

Quality Assurance & Customer Experience

• Oversee QA programs to ensure consistent, high-quality customer interactions
• Monitor call recordings and feedback loops to improve scripting and agent performance
• Drive initiatives to enhance customer satisfaction and reduce churn
• Align customer service strategies with overall brand and retention goals

Qualifications

• 7 years of experience in call center operations, with at least 3 years in a leadership role
• Proven experience managing large-scale (100 agents) call centers with both sales and service functions
• Strong background in data analytics, KPI management, and performance optimization
• Experience in retail energy, utilities, or regulated industries is a BONUS but not required
• Deep understanding of dialer systems, CRM platforms, and call center technologies
• Demonstrated success in building systems, processes, and high-performing teams
• Excellent leadership, communication, and organizational skills

Compensation & Perks

• Competitive Annual Base Salary
• Strong Bonus Program
• Comprehensive Benefits Program