What are the responsibilities and job description for the call center manager – hvac position at Heatwave Heating, Cooling, & Plumbing?
Heatwave Air Conditioning, Plumbing & Electrical
Tampa Bay | 8:00 AM – 4:30 PM | Full-Time
This is not a babysitting role.
This is ownership of the call center.
If you've never managed reps, tracked KPIs daily, handled dispatch pressure, and jumped in when phones are blowing up — do not apply.
WHAT YOU'LL OWN
- Full leadership of call center reps (performance, accountability, culture)
- Daily call center KPI reports (conversion, booking %, missed calls, CSAT)
- Lead source tracking, performance analysis, and budget awareness
- Call boards, live monitoring, and real-time decision making
- Dispatch coordination with field technicians
- Taking overflow calls when reps can't keep up (you lead from the front)
- Call center payroll reporting
- Training, coaching, and continuous improvement of call center staff
- Supporting other departments when operational pressure hits
THIS ROLE IS FOR YOU IF:
- You thrive in fast-paced, high-volume environments
- You hold people accountable without excuses
- You understand how calls = revenue
- You can read numbers and act on them daily
- You don't hide behind titles — you jump in
REQUIREMENTS (NON-NEGOTIABLE)
- Prior call center leadership experience (home services preferred)
- Strong reporting, KPI tracking, and Excel skills
- Clear communication and professional phone presence
- Organized, decisive, and emotionally steady under pressure
SCHEDULE & BENEFITS
- Monday–Friday | 8:00 AM – 4:30 PM
- Full benefits after 60 days
- Stable company, growing fast, real career runway
If you want comfort, this isn't it.
If you want responsibility, growth, and real impact — apply.
Job Type: Full-time
Pay: $40, $52,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $52,000