Call Center Manager, Overhead Garage Door

Job Description

Job Description

Company Overview :

OGD Overhead Garage Door is a premier garage door repair, installation, and replacement company serving communities across the country. We are a fully licensed and insured company offering comprehensive commercial and residential services, as well as a wide selection of products to suit any customer’s needs. We service and repair all makes and models and stock a large selection of parts in our own store.

Position 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 Call Center Manager is responsible for driving bookings, maintaining service quality, and coaching the team to deliver an exceptional customer experience. This position also 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.

Responsibilities

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

Team Leadership & Development

Process & Collaboration

Required Qualifications

Preferred Qualifications