Call Center Manager

About the Role

Trailhead Recruiting is seeking a Call Center Manager for a leading Electrical Contractor specializing in home services in the Las Vegas Metropolitan Area. This position oversees the office operations including inbound and outbound customer calls, the dispatch schedule, and manages a team of four staff members handling these functions.

Key Responsibilities

• Manage all phone lines to ensure high booking rates, low abandoned calls, minimal hold times, and professional call handling.
• Audit recorded calls regularly using a structured scorecard and provide constructive coaching to improve performance.
• Oversee customer communications via text messaging, marketing platforms, email, and other channels, ensuring swift follow-up on inquiries.
• Control the dispatch board for both current and future scheduling, prioritize jobs effectively, optimize daily operations for profitability, and address capacity issues proactively.
• Supervise the Customer Service Representatives and dispatch team by managing schedules, coverage, on-call rotations, conducting one-on-one meetings, administering corrective actions, and recruiting new staff.
• Develop and maintain detailed written Standard Operating Procedures (SOPs) covering call workflows, objection handling, dispatch protocols, escalation procedures, and daily closing processes.
• Regularly track and report key call center performance indicators to company leadership on a weekly basis.

Candidate Requirements

• Proven management experience including hiring, schedule creation, conducting performance reviews, disciplinary actions, and team development.
• Background in call center or dispatch operations, preferably within home services, though experience managing inbound phone teams in other sectors is acceptable.
• Expertise in evaluating recorded calls and delivering coaching based on call quality metrics.
• Experience in real-time schedule management such as dispatch boards, shift planning, on-call rotations, or capacity planning.
• Track record of creating effective written processes like SOPs, checklists, and training materials widely utilized by teams.
• Comfortable working with multiple software applications simultaneously, adapting quickly to new technologies; familiarity with platforms such as ServiceTitan, Broccoli AI, and CHIIRP is a plus.

Compensation and Benefits

• Competitive salary aligned with experience.
• Quarterly bonus based on key performance indicators.
• Comprehensive benefits including health, dental, life insurance, and 401(k) matching.