Call Center Manager

About the role

Great customer experiences start with great leaders. We're looking for a passionate, results-driven Call Center Manager to lead a team dedicated to delivering exceptional customer service. As a leader in the HVAC, Plumbing, and Electrical industry, we know that every customer interaction matters. In this role, you'll oversee a team of customer service professionals, driving performance, developing talent, and creating outstanding customer experiences across phone and digital channels. We're looking for an Ideal Team Player — someone who is Humble enough to put their team first, Hungry enough to continuously raise the bar, and Aware enough to inspire, connect with, and bring out the best in others.

Responsibilities

• Lead & Inspire: Oversee two direct reports and 20+ indirect reports, fostering a high-performing, customer-focused team culture built on accountability, teamwork, and continuous improvement.
• Develop Future Leaders: Coach, mentor, and develop supervisors and team through regular feedback, performance evaluations, and professional development opportunities.
• Drive Operational Excellence: Manage daily inbound and outbound call center operations, ensuring efficient workflows, exceptional service levels, and positive customer experiences.
• Own the Numbers: Monitor and analyze key performance indicators (KPIs), including booking rates, conversion rates, abandoned calls, productivity, and customer service performance.
• Optimize Workforce Management: Forecast call volumes, develop staffing strategies, coordinate schedules, and ensure appropriate coverage during peak periods, weekends, and after-hours operations.
• Build a Winning Culture: Create an engaging, supportive work environment through employee recognition, team incentives, friendly competition, and initiatives that improve morale and retention.
• Lead Remote & Hybrid Teams: Maintain communication, productivity, and accountability among remote and hybrid employees through virtual meetings, coaching, and consistent performance expectations.
• Improve Processes & Procedures: Identify operational inefficiencies, implement process improvements, and establish consistent procedures that enhance productivity and customer satisfaction.
• Leverage Technology & Data: Utilize call center software, reporting tools, and Microsoft Excel to analyze trends, track performance, and make informed business decisions.
• Enhance the Customer Experience: Ensure consistent, professional, and timely customer interactions across phone and digital communication channels while addressing escalated customer concerns.
• Collaborate Across Departments: Partner with leadership and other departments to align call center operations with company objectives, customer expectations, and revenue goals.

Requirements

• 3+ years proven management experience in a call center environment required
• Able to develop, coach and inspire team in-person and remotely
• Intermediate experience with Microsoft Excel
• Strong data analysis abilities
• Excellent written and verbal communication skills
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above and beyond service
• Excellent time-management and prioritization skills
• High level knowledge of CRM systems

Benefits

• Incentive plan on top of base salary
• Medical Insurance: Health — 50% of the premium covered by Cardinal
• Dental — 50% of the premium covered by Cardinal
• Life insurance: $10,000 covered by Cardinal
• 401K with a 4% Company Match
• Uniform allowance
• Paid Continuing Education
• Paid Holidays and Paid Time Off
• Birthday PTO
• Plus more!

Core Values

• Teamwork: Support the growth & development of team members to achieve personal & professional success
• Forward Thinking: Continuously educating ourselves to exceed the industry standard
• Customer First: Going the extra mile to exceed expectations
• Do What's Right: Uphold the highest standards of honesty & integrity
• Committed to Excellence: Focused on results & value high performance

Cardinal Heating & Air Conditioning is looking for you! Do you crave career advancement? Develop skills in our fun, fast-paced work environment. Our employees enjoy coming in every day and our commitment to customer satisfaction has made our business successful. Learn more at www.cardinalhvac.com.