Call Center Manager Job at One Hour Heating & Air Conditioning Hampton Roads, Virginia Beach, VA

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  • One Hour Heating & Air Conditioning Hampton Roads
  • Virginia Beach, VA

Job Description

Description

The Call Center Manager leads our dynamic and fast-paced Client Care team, ensuring top-tier customer service and efficient call handling. This role oversees daily operations, supports associate development, and drives performance to meet established KPIs. The ideal candidate brings a strong background in call center leadership and has a proven track record managing high-performing teams in a service-focused environment.

Responsibilities

  • Directly manage and coach a team of 15+ associates to ensure script adherence, customer satisfaction, and performance metrics are consistently met or exceeded
  • Monitor inbound call volume and associate coverage to ensure efficient handling and minimal wait times
  • Handle escalated calls and complex customer concerns with professionalism and empathy
  • Conduct regular call reviews and provide constructive feedback for skill development
  • Collaborate with the Director to develop and implement process improvements and training programs
  • Support inside sales efforts by mentoring associates on lead conversion, and outbound appointment setting
  • Track and analyze performance metrics including call volume, answer rate, booking rate, and CSAT score
  • Lead by example in delivering a positive customer experience and fostering a culture of accountability, teamwork, and growth

Requirements

  • 3 to 5 years of call center management experience
  • Strong leadership, coaching, and performance management skills
  • Proven ability to lead in a high-volume, fast-paced environment
  • Experience in inside sales or inbound sales, preferably in home services or related industries
  • Strong problem-solving and critical thinking skills
  • Excellent communication and interpersonal skills
  • Experience using CRM and call management systems

Preferred Qualifications

  • Experience in the HVAC, plumbing, or home services industry
  • Familiarity with sales tracking and goal-setting tools

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