What are the responsibilities and job description for the Customer Service Manager position at Papalia?
Call Center Manager
Location: Boxborough, MA
Join the Heritage Legacy — Lead with Purpose!
At Heritage Home Service, we believe that outstanding customer experiences start with empowered teams and strong leadership. We’re looking for a Call Center Manager who thrives in a fast-paced environment, inspires performance, and is passionate about developing people and driving results.
If you’re a strategic leader who combines operational excellence with a people-first mindset — this is your opportunity to make a meaningful impact.
What You’ll Do
As our Call Center Manager, you will lead the daily operations and performance of a dynamic customer service team while continuously improving processes and results.
Leadership & Team Development
- Lead, coach, and develop a team of 10 customer service representatives
- Conduct regular 1:1 coaching sessions, performance reviews, and development planning
- Build a culture of accountability, engagement, and continuous improvement
- Motivate teams to achieve and exceed key performance metrics
Performance & Operations Management
- Monitor and analyze KPIs, call metrics, and performance reports to drive results
- Conduct call reviews and provide actionable feedback to enhance service quality
- Oversee scheduling, staffing, and daily operational workflows
- Identify trends and implement process improvements to increase efficiency and customer satisfaction
Cross-Functional Collaboration & Customer Experience
- Partner with internal departments to ensure seamless operations
- Handle and resolve escalated customer concerns with professionalism and urgency
- Communicate updates, initiatives, and expectations clearly across the team
- Lead team meetings that inform, align, and inspire
What You Bring
- 3 years of leadership experience in a call center or customer service environment
- 5 years total experience in customer service, call center, or dispatch roles
- Proven ability to manage, coach, and scale teams of 8 employees
- Strong analytical mindset with experience using data and reporting tools to drive performance
- Excellent communication, problem-solving, and decision-making skills
- Ability to thrive in a fast-paced, evolving environment
- Highly organized with strong time management and prioritization skills
- Flexible and adaptable to business needs
Benefits & Perks:
- Company-paid Medical, Dental, and Vision Insurance
- 401(K) with company matching
- Paid Time Off and Holiday Plan
- Company-provided Life & Disability Insurance
Compensation: $90,000 – $120,000 annually (based on experience & bonus potential)
Apply Today!
At Heritage, you’ll join a company that values leadership, invests in its people, and is committed to redefining customer care in the home services industry.
Posted Min Pay Rate
USD $90,000.00/Yr.
Posted Max Pay Rate
USD $120,000.00/Yr.
Salary : $90,000 - $120,000