Call Center Manager

Overview

The Call Center Manager oversees the call center operations and ensures that every inbound call is answered promptly and converted into a booked job. The role drives bookings, maintains service quality, and coaches the team to deliver an exceptional customer experience. This position collaborates closely with sales, marketing, and operations to align call type and volume with business needs and revenue goals, while leveraging AI-driven phone systems to streamline performance and improve customer handoffs.

Performance & KPIs

• Develop and monitor daily call center metrics, including call types, booking rate, abandonment rate, and handling times.
• Track and report on daily, weekly, and monthly performance.
• Identify trends, staffing needs, and process improvements using call analytics.

Customer Experience & Quality

• Ensure every customer call reflects professionalism, empathy, and a solutions-driven approach.
• Review recorded calls for quality assurance and consistency with company standards.
• Resolve escalated customer issues and complaints in a timely, customer-first manner.
• Recruit, train, and supervise customer service representatives.
• Develop performance scorecards and incentive programs focused on booking efficiency and revenue per booking.
• Provide ongoing coaching and training on sales, booking techniques, and customer care.
• Equip staff with tools and scripts to improve booking rate and revenue per job and ensure smooth customer handoffs to technicians.

Process & Collaboration

• Leverage AI-driven phone frameworks to streamline call routing, booking, and scheduling.
• Partner with operations to ensure technician capacity is aligned with booked jobs.
• Collaborate with marketing to balance lead generation with service availability.
• Provide feedback to leadership to optimize AI tools, staffing plans, and call flows.

• 3+ years of call center management or supervisory experience.
• Experience working with AI-driven phone systems for call routing, customer interactions, and booking.
• Skilled in balancing automation with live agent support to optimize the customer experience.
• Proven track record of meeting or exceeding KPI targets (conversions, abandonment, service quality, etc).
• Experience handling employee turnover and hiring new agents.
• Strong leadership, coaching, and team development skills.
• Excellent communication and conflict-resolution skills.
• Ability to thrive in a fast-paced, customer-focused service environment.
• Ability to commute daily to Fort Worth, Texas.

• Experience with Genesys and Invoca.
• Certifications related to call center management.