Job Description

We are seeking a highly skilled and results-driven Call Center Manager to lead daily operations and drive best-in-class performance in a multi-channel customer service environment. This is a hands-on leadership role for someone who thrives in a fast-paced environment, brings deep knowledge of contact center best practices and workforce management, and has a proven

track record of developing high-performing teams. The Call Center Manager will be responsible for ensuring service excellence, optimizing operational performance, and driving a culture

of coaching and continuous improvement. This role reports directly to the Director of Operations.

KEY RESPONSIBILITIES

Operational Leadership

• Lead day-to-day operations of the contact center, ensuring SLAs, KPIs, and quality standards are consistently achieved.
• Partner with Workforce Management to ensure accurate forecasting, scheduling, and capacity planning.
• Standardize processes, reporting, technology, and best practices across all teams.

Performance Management & Reporting

• Track and analyze operational metrics (AHT, ASA, CSAT, adherence, utilization).
• Identify trends, conduct root-cause analysis, and implement performance improvements.
• Collaborate with leadership to ensure alignment with organizational goals.

Talent Development & Coaching

• Recruit, train, and mentor contact center staff, including agents and supervisors.
• Conduct regular coaching sessions, performance evaluations, and professional development.
• Foster a culture of accountability, collaboration, and continuous improvement.

Customer Experience Champion

• Ensure a seamless and customer-focused experience across all contact channels.
• Leverage customer feedback to drive improvements in service delivery.
• Champion initiatives to increase first contact resolution and reduce repeat contacts.

Continuous Improvement

• Drive operational excellence through process optimization and adoption of best practices.
• Partner with Director and cross-functional teams to implement technology and workflow enhancements.
• Lead initiatives that balance efficiency with customer experience.

Requirements

• 5+ years of leadership experience in a contact center management role.
• Strong knowledge of workforce management, contact center metrics, and operational best practices.
• Experience with multi-channel platforms (voice, email, chat, SMS).
• Hands-on experience with CCaaS platforms (e.g., RingCentral, Five9, NICE, Genesys, or similar).
• Proven track record in coaching and developing high-performing teams.
• Ability to use data to drive decision-making and performance improvements.
• Excellent communication and leadership skills, with the ability to influence at all levels.
• Experience managing in a fast-paced, client-focused environment.

When it comes to maintaining comfort, keeping the lights on and water flowing, no one can compete with hometown heroes. HomeTown Services is a residential services provider in the South Central U.S. that provides homeowners with the highest-quality heating, AC, plumbing, and electrical repair and replacement services.

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