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Call Center Manager
Call Center ManagerWyattWorks Plumbing • Wickliffe, OH, US
Call Center Manager

Call Center Manager

WyattWorks Plumbing • Wickliffe, OH, US
1 day ago
Job type
  • Full-time
Job description

Job Description

Job Description

Key Responsibilities

Team Leadership & Management

  • Lead, coach, and develop the call center and dispatch team.
  • Conduct regular one-on-one check-ins, team meetings, and performance reviews.
  • Foster a positive, energetic, and professional culture.

Call Center Operations

  • Oversee inbound and outbound call handling, ensuring calls are answered promptly and effectively.
  • Maintain scripting and call flow consistency to align with company standards.
  • Monitor call quality and provide feedback / training to team members.
  • Track call volume, booking rates, and conversion metrics.

    • Dispatching

  • Oversee technician scheduling and dispatch to maximize efficiency and customer satisfaction.
  • Ensure jobs are assigned to the right technician based on skill set, location, and workload.
  • Communicate with technicians throughout the day to manage schedules, cancellations, and urgent calls.

    • Performance & Reporting

  • Develop and track KPIs for both the call center and dispatch.
  • Report weekly on department performance to leadership.
  • Identify and implement process improvements to streamline operations.

    • Collaboration

  • Work closely with operations, sales, and field managers to align schedules and meet company goals.
  • Support marketing efforts by ensuring call center team communicates promotions, specials, and memberships.

    • Qualifications

  • Proven experience managing a call center, dispatch team, or similar operations.
  • Strong leadership and people-management skills.
  • Excellent communication, problem-solving, and organizational skills.
  • Ability to work in a fast-paced environment while maintaining accuracy and professionalism.
  • Experience in the trades (plumbing, HVAC, or electrical) preferred but not required.

    • What We Offer

  • Competitive salary and bonus opportunities.
  • Comprehensive benefits package (health, dental, vision, 401k, etc.).
  • Paid time off and holidays.
  • Opportunities for growth and advancement.
  • A supportive, family-oriented company culture.

    • How to Apply

    If you’re ready to lead a dynamic team, improve processes, and make a meaningful impact, we want to hear from you! Apply today by sending your resume and a short cover letter to

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    Call Center Manager • Wickliffe, OH, US