Call Center & Dispatch Manager

Overview

Are you a strong leader who thrives in a fast-paced environment, loves building high-performing teams, and takes pride in delivering an exceptional customer experience? We’re growing our business and looking for an experienced Call Center & Dispatch Manager to help lead the next phase of our company’s growth. This is an opportunity to join a company that values teamwork, accountability, leadership, and professional development — where your voice matters and your impact is seen every day. If you’re passionate about coaching people, improving operations, and creating an organized, customer-focused culture, we’d love to meet you!

Key Responsibilities

• Lead daily operations across customer service, scheduling and dispatching teams.
• Drive booking rates, conversion performance, and customer experience metrics.
• Develop and execute operational strategies aligned with growth and revenue targets
• Coach and develop individuals on your team
• Oversee workforce planning, reporting, and performance management
• Optimize CRM and call center technology, including ServiceTitan
• Partner with Field Operations, Sales and Service Managers to ensure seamless service delivery
• Serve as escalation point for high-impact customer issues

Qualifications

• Experience managing and leading a team of 5-15 call center and/or dispatch professionals
• Background in customer service, scheduling, and dispatch in Homes Services or Construction Trades
• Experience in HVAC, electrical, plumbing, sewer trades preferred
• Strong reporting and performance management skills
• Experience with ServiceTitan, or similar CRM and Microsoft Office

Benefits

• Competitive pay with department bonus
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Company paid life insurance
• Paid time off and holidays
• Company cookouts and team events
• Ongoing training and career advancement opportunities

Work Environment:

This position operates in an office environment and requires the ability to remain in a stationary position for extended periods of time. Frequently operates a computer and other standard office equipment. Occasionally moves items up to 20 pounds. Ability to communicate and exchange accurate information with internal and external stakeholders is required. Must be able to work under centrally controlled fluorescent lighting. Reasonable accommodations may be made to perform essential functions.

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