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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