Find & Apply For Call Center Manager Jobs in Schenectady, New York

Are you an experienced Call Center Manager who thrives on building high-performing teams, coaching employees to exceed their goals, and delivering an exceptional customer experience? We are seeking a proven leader to oversee our call center, drive team performance and accountability, develop and mentor customer service professionals, and implement strategies that improve customer satisfaction, booking rates, and overall operational efficiency. (Company name will be disclosed during the interview process.) If you're passionate about creating a culture of excellence while motivating your team to achieve outstanding results, we'd love to hear from you.

What We Offer:

Competitive base salary plus performance-driven bonus potential Comprehensive Medical, Dental, and Vision Insurance Generous Paid Time Off and Paid Holidays A family-friendly workplace built around genuine work-life balance Ongoing training and structured professional development Real opportunities for advancement within a growing organization Relocation assistance available for the right candidate A collaborative, team-oriented culture that invests in employee success

Responsibilities:

Own the daily operations of a high-volume customer service and scheduling call center Supervise, coach, and develop call center representatives to consistently hit and exceed performance goals Lead outbound calling initiatives that directly support business growth and customer outreach Track key performance metrics and drive measurable improvements in efficiency, productivity, and customer satisfaction Forecast call volume trends and staffing needs to ensure optimal coverage around the clock Build and implement call center processes, policies, and best practices from the ground up Resolve customer escalations swiftly and professionally, turning tough moments into loyalty Partner cross-functionally with operations, dispatch, and leadership to deliver seamless customer service Cultivate a positive, accountable, customer-first team culture Proactively identify and act on opportunities to improve processes and overall call center performance

Qualifications:

5+ years of call center management experience required Experience in a residential trades industry strongly preferred — windows and doors, roofing, HVAC, plumbing, electrical, garage doors, or similar Proven, verifiable leadership experience managing customer service and scheduling teams Track record of driving performance through coaching, metrics, and accountability Bachelor's degree in Business Administration or related field preferred Strong analytical, organizational, and problem-solving skills Excellent communication and leadership presence Proficient with Microsoft Office and call center software Thrives in a fast-paced, team-oriented environment Candidates outside the local area are encouraged to apply — relocation assistance available for the right candidate If you're an experienced leader who enjoys building strong teams, improving processes, and delivering outstanding customer experiences, we'd love to hear from you. Apply today to take the next step in your leadership career.

Pay:

$85,000.00 - $93,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Professional development assistance Retirement plan Vision insurance Application Question(s): Do you have experience in any of the following residential industries - HVAC, plumbing, electrical, windows and doors, home improvement, solar, roofing? (please provide detail)

Experience:

Call center management: 4 years (Required)

Work Location:

In person