Position Overview
We are seeking an experienced, results-driven Call Center Manager to lead our Customer Service, Dispatch, Inside Sales, and Install Coordination operations.
This role is responsible for driving revenue growth, operational efficiency, and exceptional customer experiences through strategic leadership, performance management, and team development. The ideal candidate is a hands-on leader who understands how call center performance directly impacts field productivity, sales opportunities, and company growth.
Working closely with executive leadership, the Call Center Manager will establish clear expectations, optimize technology, and build a culture of accountability and continuous improvement.
Key Responsibilities
Strategic Leadership & Operational Performance
- Lead daily operations across Customer Service, Dispatch, Inside Sales, and Install Coordination.
- Develop departmental strategies aligned with company revenue, growth, and customer experience objectives.
- Establish and monitor KPIs, staffing plans, departmental budgets, and performance expectations.
- Identify opportunities to improve booking rates, operational efficiency, and revenue generation.
- Provide executive leadership with performance reporting and actionable recommendations.
Call Center Excellence & Technology
- Drive booking accuracy, dispatch efficiency, technician-to-job matching, and scheduling optimization.
- Establish quality assurance standards for customer interactions, inbound and outbound calls, and appointment scheduling.
- Maximize the effectiveness of ServiceTitan, CRM reporting tools, and AI-powered customer service platforms.
- Oversee AI booking accuracy, call quality reviews, and process improvements.
- Identify and eliminate missed opportunities, scheduling errors, and operational inefficiencies.
Team Leadership & Development
- Lead, coach, and develop a high-performing team of approximately 10–15+ employees, including supervisors and team leads.
- Foster a culture of accountability, professionalism, employee engagement, and continuous improvement.
- Conduct performance evaluations, provide ongoing coaching, and develop future leaders.
- Manage staffing, employee productivity, retention, and workforce development.
Customer Experience & Collaboration
- Maintain exceptional customer service standards across every customer interaction.
- Partner with Field Operations, Sales, Marketing, and HR to align scheduling, staffing, and revenue objectives.
- Serve as the escalation point for high-impact customer concerns.
- Collaborate with field leadership to maximize technician productivity and ensure seamless service delivery.
Key Performance Indicators
Success in this role will be measured by:
- Booking Performance: Booking rates, accuracy, missed opportunities, and scheduling effectiveness.
- Dispatch Efficiency: Technician-to-job matching, schedule utilization, and dispatch accuracy.
- Customer Experience: Call quality, customer satisfaction, and complaint resolution.
- Revenue Contribution: Schedule optimization, revenue opportunities, and departmental sales support.
- Operational Efficiency: Labor costs, staffing productivity, and process compliance.
- Team Development: Employee performance, retention, and leadership development.
- Technology Performance: ServiceTitan accuracy, AI booking quality, and technology utilization.
Qualifications
- Proven management experience in a high-volume call center supporting a $15M+ annual revenue operation, preferably in HVAC, plumbing, electrical, or related home services.
- Demonstrated success leading teams of 7–15+ employees.
- Strong understanding of customer service, dispatch, scheduling, and revenue-driven call center operations.
- Experience with ServiceTitan, Microsoft Office, and performance reporting.
- Proven leadership, coaching, organizational, and problem-solving abilities.
- Experience with AI-powered customer service and booking platforms preferred.
- Experience overseeing inside sales and install coordination preferred.
Position Expectations
- Full-time, in-office position, Monday–Friday, minimum eight hours daily.
- Hands-on leadership presence during team operating hours.
- Current daily reporting location: Anthem, Arizona - Relocating to North Phoenix, AZ 85027, by March 2027.
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- PTO accrued at one hour per 40 hours worked
- Professional growth and leadership development opportunities
#PRO
About ProSkill Services:
Thousands of people across the North Valley have become ProSkill life-long customers. Our plumbers, electricians and HVAC technicians are highly trained professionals with genuinely good hearts and great personalities. We're located in beautiful Anthem Arizona, just North of Phoenix, and we service the entire Northern part of the Valley. Our AC and heating experts, electricians and plumbers in Anthem cover everything from Scottsdale to Glendale to Surprise. Electrical work, plumbing, heating and air conditioning is our life!
We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.