Call Center Manager

Overview

The Call Center Manager leads customer service, dispatch, inside sales, and scheduling operations within a high-volume, trade-based call center. This role drives revenue growth, operational excellence, and customer satisfaction while developing strong leaders and partnering with executive leadership to support company-wide goals.

Key Responsibilities

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  Lead daily operations across customer service, dispatch, and install coordination teams

  
  


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  Drive booking rates, conversion performance, and customer experience metrics

  
  


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  Develop and execute operational strategies aligned with growth and revenue targets

  
  


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  Coach and develop supervisors and team leads; manage teams of 15–20+ employees

  
  


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  Oversee workforce planning, reporting, and performance management

  
  


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  Optimize CRM and call center technology, including ServiceTitan

  
  


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  Partner with Field Operations, Sales, Marketing, and HR to ensure seamless service delivery

  
  


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  Serve as escalation point for high-impact customer issues

  
  

Qualifications

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  Experience managing a $20M+ call center operation

  
  


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  Background in dispatch, customer service, and install coordination in the trades

  
  


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  Experience in at least two of the following: HVAC, electrical, plumbing, sewer
  (or large single-trade call center experience)

  
  


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  Proven leadership of 15–20+ person teams

  
  


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  Strong reporting and performance management skills

  
  


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  Experience with ServiceTitan and Microsoft Office

  
  

Expectations

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  In-office role, Monday–Friday (minimum 8 hours/day)

  
  


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  Hands-on, reliable leader available during team working hours

  
  

Benefits

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  Medical, dental, vision

  
  


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  401(k) with company match

  
  


• Supportive Team Environment

#SEAP

About Seatown:

Seatown Electric Plumbing Heating and Air is proud to serve residents throughout Seattle and surrounding areas. We have a great reputation that keeps our customers coming back time and time again. We pride ourselves not only on providing great service for our customers, but our employees as well. We take care of all the employees like family. Everyone has room for growth, and everyone has a voice. Our company culture is something that any of our employees would say is like no other in Washington!

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws. Additionally, we will consider all qualified applicants for employment, including those with criminal histories, in a manner consistent with applicable state and local laws, including the Fair Chance Act.