Call Center Manager Job at Hunter Recruitment Advisors (HRA), Nassau County, NY

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  • Hunter Recruitment Advisors (HRA)
  • Nassau County, NY

Job Description

Are you a strategic leader who thrives in a fast-paced environment?

Do you have the skills to motivate a team, drive performance, and fulfill revenue & call quality goals with precision?

Are you ready to take the lead and build a high-performing team? Apply today and be part of a company that values leadership, strategy, and a winning mindset!

Come work for us! A trusted leader in Plumbing, Heating, Cooling, and Electrical services for decades serving Long Island counties. The Call Center & Dispatch Manager will work to build, lead, and optimize our call center operations.

Why Join/What Makes Us Great?

  • Competitive Pay (approx. $70-90K/year base salary, DOE)
  • Medical Insurance
  • Life Insurance
  • 401(K) plan
  • Sick
  • Vacation
  • Personal days
  • Holidays

What We’re Looking For:

  • 5+ years of professional experience leading & managing a call center and a team of CSRs or Dispatchers in plumbing, heating, cooling, and/or electrical OR another related industry.
  • Must have experience with Service Titan (proficient in managing workflows, tracking KPIs, and optimizing scheduling).
  • Must have a strong work ethic – be motivated, dependable, and ready to lead by example.
  • Be a results-driven leader & be committed to coaching, goal setting, and driving the team’s performance through KPI tracking.
  • Committed to delivering exceptional customer service.
  • Experience handling customer service disputes and complaints professionally.
  • Experience in handling multiple lead sources and tracking performance.
  • Skilled in hiring, developing, and retaining top talent to maintain a high-performing team.
  • Ability to analyze trends, implement solutions, and maximize efficiency.

Key Responsibilities:

  • Manage & Coach a High-Performing Team – Lead CSRs, dispatchers, and inside sales to exceed booking and sales goals. Coach to outstanding Customer Service.
  • Set & Track KPI Metrics – Oversee booking rates, outbound call volume, outbound booking %, and membership sales.
  • Ensure jobs are properly scheduled for the appropriate number of technicians in Plumbing, Heating, Cooling, and Electrical.
  • Maximize outbound calling efforts by working with CSRs to fill available slots proactively.
  • Conduct weekly 1:1’s and team training sessions and utilize KPI data to coach and improve performance.
  • Set clear growth paths for all team members.
  • Oversee lead aggregators to optimize conversions and track ROI.
  • Prioritize technician strengths, customer needs, and job profitability.
  • Hire, train, and retain top-performing call center & dispatch professionals.
  • Handle customer disputes with urgency and professionalism.
  • Work with dispatchers to prioritize age, equipment, and job profitability.

We are an equal opportunity employer.

Job Tags

Holiday work,

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