Call Center Manager

Great customer experiences start with great leaders. Are you ready to lead the way? We're looking for a passionate, results-driven Call Center Manager to lead a team dedicated to delivering exceptional customer service! As a leader in the HVAC, Plumbing, and Electrical industry, we know that every customer interaction matters.

In this role, you'll oversee a team of customer service professionals, driving performance, developing talent, and creating outstanding customer experiences across phone and digital channels. We're not looking for just any leader. We're looking for an Ideal Team Player! Someone who is Humble enough to put their team first, Hungry enough to continuously raise the bar, and Aware enough to inspire, connect with, and bring out the best in others.

If you're ready to lead with purpose, inspire a team, and make a lasting impact, we want to hear from you!

Responsibilities

Lead & Inspire: Oversee two direct reports and 20+ indirect reports, fostering a high-performing, customer-focused team culture built on accountability, teamwork, and continuous improvement. Develop Future Leaders: Coach, mentor, and develop supervisors and team through regular feedback, performance evaluations, and professional development opportunities.

Drive Operational Excellence: Manage daily inbound and outbound call center operations, ensuring efficient workflows, exceptional service levels, and positive customer experiences. Own the Numbers: Monitor and analyze key performance indicators (KPIs), including booking rates, conversion rates, abandoned calls, productivity, and customer service performance.

Optimize Workforce Management: Forecast call volumes, develop staffing strategies, coordinate schedules, and ensure appropriate coverage during peak periods, weekends, and after-hours operations. Build a Winning Culture: Create an engaging, supportive work environment through employee recognition, team incentives, friendly competition, and initiatives that improve morale and retention.

Lead Remote & Hybrid Teams: Maintain communication, productivity, and accountability among remote and hybrid employees through virtual meetings, coaching, and consistent performance expectations. Improve Processes & Procedures: Identify operational inefficiencies, implement process improvements, and establish consistent procedures that enhance productivity and customer satisfaction.

Leverage Technology & Data: Utilize call center software, reporting tools, and Microsoft Excel to analyze trends, track performance, and make informed business decisions. Enhance the Customer Experience: Ensure consistent, professional, and timely customer interactions across phone and digital communication channels while addressing escalated customer concerns.

Collaborate Across Departments: Partner with leadership and other departments to align call center operations with company objectives, customer expectations, and revenue goals.

Requirements

3+ years proven management experience in a call center environment required Able to develop, coach and inspire team in-person and remotely Intermediate experience with Microsoft Excel Strong data analysis abilities Excellent written and verbal communication skills Ability to address complaints and issues with effective solutions and a positive attitude Passion for delighting customers with above and beyond service Excellent time-management and prioritization skills High level knowledge of CRM systems Benefits Incentive plan on top of base salary Medical Insurance: Health: 50% of the premium is covered by Cardinal Dental: 50% of the premium is covered by Cardinal Life insurance: $10,000 is covered by Cardinal 401K with a 4% Company Match Uniform allowance Paid Continuing Education Paid Holidays and Paid Time Off Birthday PTO Plus more!

Our Core Values: Teamwork: Support the growth & development of team members to achieve personal & Professional success Forward Thinking: Continuously educating ourselves to exceed the industry standard Customer First: Going the extra mile to exceed expectations Do What's Right: Uphold the highest standards of honesty & integrity Committed to Excellence: Focused on results & value high performance Cardinal Heating & Air Conditioning is looking for YOU !

Do you crave career advancement? Develop skills in our fun, fast-paced work environment. Our employees enjoy coming in every day and our commitment to customer satisfaction has made our business successful. What to be a part of something bigger than just a job? Spend a little time learning about Cardinal by visiting our website at [//www.

cardinalhvac.com]www.cardinalhvac.com Cardinal Heating & Air Conditioning, Inc. is an equal-opportunity employer.