Job Description

Job Description

Job Description

Key Responsibilities

Team Leadership & Management

• Lead, coach, and develop the call center and dispatch team.
• Conduct regular one-on-one check-ins, team meetings, and performance reviews.
• Foster a positive, energetic, and professional culture.

Call Center Operations

• Oversee inbound and outbound call handling, ensuring calls are answered promptly and effectively.
• Maintain scripting and call flow consistency to align with company standards.
• Monitor call quality and provide feedback/training to team members.
• Track call volume, booking rates, and conversion metrics.

Dispatching

• Oversee technician scheduling and dispatch to maximize efficiency and customer satisfaction.
• Ensure jobs are assigned to the right technician based on skill set, location, and workload.
• Communicate with technicians throughout the day to manage schedules, cancellations, and urgent calls.

Performance & Reporting

• Develop and track KPIs for both the call center and dispatch.
• Report weekly on department performance to leadership.
• Identify and implement process improvements to streamline operations.

Collaboration

• Work closely with operations, sales, and field managers to align schedules and meet company goals.
• Support marketing efforts by ensuring call center team communicates promotions, specials, and memberships.

Qualifications

• Proven experience managing a call center, dispatch team, or similar operations.
• Strong leadership and people-management skills.
• Excellent communication, problem-solving, and organizational skills.
• Ability to work in a fast-paced environment while maintaining accuracy and professionalism.
• Experience in the trades (plumbing, HVAC, or electrical) preferred but not required.

What We Offer

• Competitive salary and bonus opportunities.
• Comprehensive benefits package (health, dental, vision, 401k, etc.).
• Paid time off and holidays.
• Opportunities for growth and advancement.
• A supportive, family-oriented company culture.

How to Apply

If you’re ready to lead a dynamic team, improve processes, and make a meaningful impact, we want to hear from you! Apply today by sending your resume and a short cover letter to

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