Call Center Manager – Home Services

Role Overview

• Oversee day-to-day call center operations supporting Illinois and Wisconsin markets.
• Lead and manage an in-office team based in Oak Brook, IL.
• Develop and implement processes to enhance the customer experience and operational efficiency.
• Identify staffing needs; recruit, hire, and onboard Customer Service Representatives (CSRs).
• Forecast call volume trends based on seasonality (e.g., weather patterns) to ensure proper staffing.
• Manage processes across multiple lead channels, ensuring timely and effective follow-up.
• Build and maintain a high-performing, engaged team culture that improves Employee Net Promoter Score (eNPS).
• Foster a positive environment by incorporating engaging and team-building activities into the workplace.
• Train, coach, and manage CSRs to deliver high performance.
• Ensure achievement of key performance indicators (KPIs), including: Average Speed to Answer (ASA), Booked per Call, % Abandonment, % Overflow, Membership sales.
• Manage CSR scorecards and continuously refine KPIs to drive both service quality and revenue growth.
• Resolve and de-escalate complex customer concerns beyond CSR scope.
• Review and optimize processes for handling customer escalations.
• Partner with General Managers and stakeholders to ensure timely resolution and drive first-call resolution wherever possible.
• Lead change management initiatives to support adoption of new processes, technologies, and service strategies.
• Collaborate with cross-functional teams to implement and optimize improvements within the contact center.
• Analyze performance data and customer trends to recommend actionable improvements.
• Design innovative call flows and overflow strategies.
• Identify and execute revenue-generating opportunities within the contact center.

Requirements

• Minimum of 4 years of call center leadership experience.
• Must be based in or willing to work in Oak Brook, IL.
• Ability to travel periodically within Illinois and Wisconsin as needed.
• Strong organizational, communication, and stakeholder management skills.
• Proven ability to guide teams through change while maintaining morale and performance.
• Preferred Qualifications: Experience with ServiceTitan and/or the home services industry.
• Experience with AI tools and contact center technologies.

Benefits

• Competitive Base Salary + Performance-Based Bonus Opportunities
• Medical, Dental & Vision Insurance Options – including plans with no cost to employees
• 401(k) with Company Match (up to 4%) to support your financial future
• Paid Time Off & Company Holidays to maintain a healthy work-life balance
• Stable Growth Opportunity – join a thriving company in a recession-resistant industry