Call Center Manager Mighty Plumbing, Heating, Air & Electric Denver, CO Job Details Full-time $60,000 - $80,000 a year 1 hour ago Benefits Paid holidays Health insurance Dental insurance 401(k) Paid time off Vision insurance Opportunities for advancement Qualifications Customer communication Operational analysis Teamwork Managing teams in a customer support role Frontline customer support management Team development Data interpretation Telephone systems Customer information system software Process management Call center management Team motivation (leadership skill) Full Job Description About Us Mighty Plumbing, Heating, Air & Electric is the go to resource for residential plumbing, heating, A/C, and electrical services in the Denver Metro and surrounding areas. With over 20+ years of industry experience, our team provides an unparalleled customer experience through exceptional customer service, affordability and results. As a company, we are looking for an individual that is driven, customer first, team oriented, and has a desire to learn and grow with the company. Job Summary We currently have an open position for a Call Center Manager . We are looking for an experienced and results driven individual to help build and lead Mighty's Call Center in an efficient and opportunity driven manner, and in turn help us better serve our customers. In this role, you will manage the daily operations of the call center to ensure calls are answered promptly, appointments are booked efficiently, and customers receive outstanding service. Lead and develop CSRs, dispatchers, and other support staff; monitor KPIs; implement process improvements; and collaborate with operations, sales, and field management to maximize customer retention, revenue opportunities, and operational efficiency. Qualifications 3+ years of proven experience in a call center management role, preferably in the home services industry. Strong leadership skills with the ability to motivate and inspire a team. Excellent communication and interpersonal skills, with a focus on delivering exceptional customer service. Solid understanding of call center operations, including call routing, performance metrics, and quality assurance. Analytical mindset with the ability to interpret data and make data-driven decisions. Proficiency in Service Titan or similar software is required. Flexibility to work in a fast-paced environment and adapt to changing priorities. Responsibilities You will lead a team of CSR's, overseeing their performance, training, and development. Your primary objective will be to enhance customer satisfaction by ensuring that all incoming inquiries, service requests, and complaints are handled promptly and effectively. Additionally, you will collaborate closely with other departments to optimize workflows and processes, contributing to the overall success of the company. Oversee appointment booking, dispatch coordination, and customer follow-up activities. Maintain service levels, answer rates, and response-time targets. Oversee the day-to-day operations of the call center, including call routing, scheduling, and resolution of escalated issues. Ensure that customer inquiries, service requests, and complaints are handled promptly, courteously, and effectively, aiming for first-call resolution whenever possible. Implement and maintain quality assurance processes to uphold service standards and identify areas for improvement. Track and analyze KPIs such as booking rate, call conversion, abandonment rate, average handle time, membership sales, customer satisfaction, and revenue per call. Prepare daily, weekly, and monthly performance reports for leadership. Identify trends, opportunities, and operational bottlenecks. Develop and implement corrective action plans when performance targets are not met. Collaborate with other departments to streamline workflows, develop best practices, and implement process improvements to enhance overall service delivery. Assist leadership with forecasting call volume, staffing needs, and seasonal demand planning. Ensure compliance with company policies, procedures, and industry regulations, particularly regarding data security and customer privacy. Benefits & Pay Ability to earn additional compensation through manager bonus plan. Competitive benefits package available including 401(k) plan. Paid time off and holidays. Opportunities for continued growth and learning through compensated training. Advancement opportunities as we continue to grow and scale as a company! Company uniform and gear. To learn more about our Mighty Plumbing, Heating, Air & Electric, visit: https://www.mightyph.com/about-us/

Job Type:

Full-time Pay:

$60,000.00 - $80,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Experience:

Call Center Management:

5 years (Required) Ability to

Commute:

Denver, CO 80239 (Required) Ability to

Relocate:

Denver, CO 80239: Relocate before starting work (Required)

Work Location:

In person