Call Center Manager

Job title: Call Center Manager in Charlotte, NC at Dilling Heating, Cooling, Plumbing & Electrical

Company: Dilling Heating, Cooling, Plumbing & Electrical

Job description: Overview:We are seeking a dynamic and results-driven Customer Service Manager to lead our call center team in delivering exceptional customer experiences while driving key performance and revenue goals. This role is ideal for a strategic thinker who combines a people-first mindset with strong analytical and leadership skills.As the Customer Service Manager, you will oversee daily call center operations, manage a team of on-site and remote Customer Service Representatives (CSRs), and implement innovative processes to enhance service quality, efficiency, and customer satisfaction. You will play a key role in both customer service excellence and revenue-generating activities, including appointment setting and membership sales.What’s in it for YOU:

• Medical, Dental, Vision Insurance


• Health Savings Account


• Short- and Long-term Disability Options


• Company Paid Life Insurance


• PTO including vacation, sick and holiday


• Matching 401(k) (4%) & ROTH IRA


• On-Going Training & Development


• Plus Growth Opportunities

• Manage daily operations of the call center to ensure effective and efficient service delivery.


• Lead, train, coach, and mentor a team of CSRs to consistently meet or exceed performance metrics including average speed to answer, service levels, abandon rates, and customer satisfaction scores.


• Drive revenue growth through performance management in appointment setting, overcoming objections, and promoting membership plans.


• Analyze trends, call flows, and CSR performance data to identify opportunities for process improvements and implement solutions.


• Foster a culture of continuous improvement and learning through regular training, coaching, and performance reviews.


• Resolve escalated customer concerns in a professional and timely manner.


• Identify staffing needs, recruit, hire, and onboard new team members aligned with the company’s goals.


• Ensure achievement of customer experience benchmarks, including a minimum rating of “C” or better on the Customer Experience Scorecard.


• Collaborate cross-functionally to align call center strategies with broader business objectives.

• Minimum 5 years of experience in a call center environment, with at least 2 years in a supervisory or management role.


• Strong leadership, coaching, and team-building abilities.


• Excellent verbal and written communication skills.


• Proven ability to handle escalations, overcome objections, and multitask in a fast-paced environment.


• Demonstrated experience in analyzing data and making strategic decisions based on insights.


• Passion for customer service and a desire to develop and grow both yourself and your team.


• Ability to work independently and collaboratively across diverse teams.

Expected salary:

Location: Charlotte, NC

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