Job Description

Job Description

Job Description

About the Opportunity

Our client is a fast-paced, service-focused home services company. As our  Call Center Manager , you will play a pivotal role in driving service excellence by overseeing a small but high-impact team of Customer Service Representatives and Dispatchers. This is a high-ownership role with visibility into the heart of our operations—where every call, every schedule, and every customer experience matters.

If you're process-oriented, thrive in a small-team environment, and enjoy building accountability through KPIs, we want to talk to you.

Key Responsibilities

• Team Leadership: Manage, coach, and develop a team of CSRs and dispatchers to ensure exceptional customer interactions and efficient job scheduling.
• Performance Management: Monitor and drive team performance using KPIs such as call conversion rate, average response time, booking efficiency, and technician utilization.
• Scheduling Optimization: Work closely with field service technicians to ensure accurate, timely, and productive scheduling.
• Customer Satisfaction: Uphold high standards for call quality, follow-through, and professionalism in every customer touchpoint.
• Process Improvement: Identify and implement improvements in call scripts, dispatch procedures, and customer communication workflows.
• Reporting: Track daily, weekly, and monthly performance metrics; report results to ownership with recommendations for improvement.
• Bonus Program Execution: Drive team alignment toward key operational goals with clearly communicated incentive structures.

Qualifications

• 3+ years of experience in a customer service or dispatch environment, ideally within the home services or HVAC/plumbing/electrical industry.
• 1+ years of experience in a supervisory or management capacity.
• Strong command of scheduling software and CRM tools (ServiceTitan, Housecall Pro, or similar platforms preferred).
• Proven ability to coach, motivate, and hold teams accountable.
• High emotional intelligence, with the ability to balance empathy and performance.
• Detail-oriented, highly organized, and capable of juggling multiple priorities in a fast-paced environment.

 

Company Description

StaffSource is committed to creating long-term partnerships where we can truly affect both clients’ and candidates’ lives for the better. Our success is rooted in matching talented professionals with environments that suit their goals, personalities, lifestyles, and skills. A perfect placement allows candidates to thrive in their new role and hiring managers to fill their openings with top talent that aligns with both the needs of their team and the company’s culture.

Founded in 2003, StaffSource now has a 20+ year company history with business units operating within Information Technology, Accounting and Finance, Sales, Executive Search and more. Still headquartered in Knoxville, TN and lead by our founder John Sharpe, we are now serving clients and candidates all across the United States. We conduct national, regional, and localized talent searches based on the specific needs of each client and the unique goals of top talent everywhere.

Company Description

StaffSource is committed to creating long-term partnerships where we can truly affect both clients’ and candidates’ lives for the better. Our success is rooted in matching talented professionals with environments that suit their goals, personalities, lifestyles, and skills. A perfect placement allows candidates to thrive in their new role and hiring managers to fill their openings with top talent that aligns with both the needs of their team and the company’s culture.\r\n\r\n Founded in 2003, StaffSource now has a 20+ year company history with business units operating within Information Technology, Accounting and Finance, Sales, Executive Search and more. Still headquartered in Knoxville, TN and lead by our founder John Sharpe, we are now serving clients and candidates all across the United States. We conduct national, regional, and localized talent searches based on the specific needs of each client and the unique goals of top talent everywhere.

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