Call by Call Manager

The Call-by-Call Manager is responsible for overseeing the daily operations of service calls — from the moment a customer contacts the company to the completion of the job.

Their main goal is to ensure efficiency, profitability, and customer satisfaction on a per-call basis.

Description A Call-by-Call Manager manages and optimizes the performance of technicians and the dispatch process, reviewing each service call individually (“call by call”) to ensure :

• The right technician is assigned based on skill set, proximity, and availability.   Customer expectations are met or exceeded.   Each call achieves maximum revenue potential through proper diagnosis, communication, and service options.   The schedule is adjusted dynamically throughout the day for efficiency.
• Key Activities and Responsibilities 1.
• Monitoring and Managing Service Calls Track all ongoing service calls in real time (via slack).   Review each call’s outcome — success rate, sales opportunities, customer satisfaction.   Ensure technicians follow process steps (arrival updates, estimates, closeout documentation).   2.
• Dispatch Optimization Reassign or adjust calls to ensure maximum efficiency (reducing drive time, avoiding idle time).   Balance workload among technicians according to priority and skill set.   Coordinate with CSR and dispatch to prevent scheduling gaps or overlaps.   3.
• Performance Coaching Review technician performance call by call in slack and following JSP process.   Coach on communication, presentation of repair / replacement options, and upselling best practices.   Provide immediate feedback after each call to improve consistency and effectiveness.   4.
• Customer Experience Oversight Ensure customers are informed of arrival times, delays, and service outcomes.   Follow up on incomplete or unsatisfactory calls.   Address escalations or issues promptly.   5.

Data and KPI Tracking Analyze call conversion rates, revenue per call, and technician efficiency.   Generate daily performance reports.   Use KPIs like :

Collaboration Work closely with :