Call Center Manager Needed with Great Benefits!

CALL CENTER MANAGER

Reports to: Owner (transitioning to General Manager upon GM hire)

Direct reports: Call Center Assistant Manager, Customer Service Representatives / Booking Agents, Home Depot Brand Ambassador (who manages a part-time in-store team)

Classification: Full-time, exempt (salaried)

Location: On-Site. This is a daily, in-person, floor-leadership role. It is not remote or hybrid.

Compensation: $75,000–$88,000 base salary depending on experience, plus a monthly performance bonus of up to $12,000 per year tied to daily booking performance across departments with a quality standard. Full benefits and PTO.

Position Summary

The Call Center Manager owns the revenue front door. Every installation, service call, and sales opportunity in our company begins with a phone call this team answers or makes. The Call Center Manager leads that team from the floor — coaching agents in real time, managing daily booking performance across our HVAC, plumbing, and electrical departments, building and retaining a high-performing agent staff, overseeing our Home Depot Brand Ambassador lead-generation program, and serving as the operating link between our marketing investment and booked jobs. Success in this role is measured in booked jobs per day, booking rate, call quality, and team strength — driven by a leader who is visibly present, holds a clear standard, and delivers what they commit to.

Essential Duties & Responsibilities

Booking Performance & Reporting

• Own daily booked-jobs and booking-rate targets across all service departments; monitor performance in real time and intervene the same day when pace falls behind.
  
• Build, maintain, and run an agent performance scorecard covering bookings, conversion, quality, and adherence; review it with each agent weekly.
  
• Deliver a weekly performance report to ownership with variance explanations and corrective actions.
  
• Operate the call platform, AI call-handling tools, and ServiceTitan reporting as daily working instruments; configure queues, monitor service levels, and maintain accurate call dispositions.
  

Team Leadership & Development

• Lead from the floor: daily physical presence with the team, live call monitoring, side-by-side coaching, and real-time support on escalations.
  
• Hold documented weekly one-on-ones with every direct report; maintain written coaching records for all quality and performance issues.
  
• Recruit continuously: keep an active candidate pipeline at all times, interview and hire booking agents, and run a structured onboarding plan that brings new agents to standard within 45 days.
  
• Hold the performance standard: address underperformance promptly through documented coaching with defined improvement windows and decisive outcomes.
  
• Own scheduling and coverage so phones are answered at standard across business hours, evenings, and seasonal surges.
  

Call Quality & Customer Experience

• Set and enforce call-quality standards: greeting, discovery, booking discipline, arrival-window accuracy, and customer communication.
  
• Review recorded calls weekly; coach every quality miss within 48 hours of identification.
  
• Resolve escalated customer situations personally
  

Call Quality & Customer Experience

• Set and enforce call-quality standards: greeting, discovery, booking discipline, arrival-window accuracy, and customer communication.
  
• Review recorded calls weekly; coach every quality miss within 48 hours of identification.
  
• Resolve escalated customer situations personally and route issues to the correct department leaders (Service, Install, Sales) with clear handoffs.
  

Marketing Partnership

• Represent the call center in the weekly marketing meeting with our external agency, bringing lead-source performance, campaign-to-booking conversion, and call-outcome evidence.
  
• Track cost-per-booked-job by lead source and flag underperforming campaigns with data.
  
• Close the feedback loop: what agents hear on the phones informs what the company spends and says in market.
  

Home Depot Brand Ambassador Program

• Manage the full-time Brand Ambassador, who leads a part-time in-store team generating leads inside Home Depot locations.
  
• Own program lead volume, lead-to-booking conversion speed, staffing coverage, and the store relationship.
  
• Coordinate the handoff between in-store leads and call center booking so no lead waits.
  

Cross-Department Coordination

• Partner daily with the Service Director on the call-by-call dispatch workflow and schedule integrity.
  
• Partner with the Sales Manager on turnover lead (TGL) handoffs so booked opportunities convert to sales appointments cleanly.
  
• Communicate capacity, staffing, and booking constraints to department leaders before they become schedule problems.
  

Key Performance Indicators

• Booked jobs per day vs. budget (by department and total)
  
• Booking rate (booked calls ÷ bookable calls)
  
• Call quality score and booking-error rate
  
• Agent headcount vs. plan; new-agent time-to-standard; agent retention
  
• Home Depot program lead volume and lead-to-booking conversion
  
• Speed-to-lead on all inbound and marketing-generated opportunities
  

Qualifications

Required

• 3+ years managing an inbound/outbound contact center or high-volume booking/scheduling team (home services, healthcare, insurance, hospitality, or similar).
  
• Demonstrated on-site, floor-leadership management style with direct agent coaching experience.
  
• Track record of personally recruiting, hiring, ramping, and — when necessary — exiting agents.
  
• Hands-on fluency with contact-center platforms, call recording/QA tools, and performance dashboards; able to build and run reporting without waiting on others.
  
• Marketing literacy: comfortable reading campaign data, discussing lead sources and cost-per-booked-job, and contributing to agency-led marketing meetings.
  
• Clear written communicator; disciplined about documentation, follow-through, and delivering commitments on time.
  

Preferred

• Home services or trades industry experience.
  
• Experience with AI call-handling tools and ServiceTitan.
  
• Retail lead-generation, brand-ambassador, or field-marketing program experience.
  

Work Environment & Requirements

• On-site daily at the Menomonee Falls office during business hours; occasional early/late coverage during seasonal peaks.
  
• Periodic visits to Home Depot partner stores in the metro area (valid driver's license required).
  
• Extended periods on the call center floor and at a workstation; standard office physical requirements.
  
  

This is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

This job description summarizes the primary duties of the position and is not an exhaustive list of all responsibilities. Duties may change to meet business needs.