Call Center Manager

SeaTown Electric Plumbing Heating & Air · Everett, WA · Yesterday

On-siteEngineering$20/hrFull-time

About the role

This position leads customer service, dispatch, inside sales, and scheduling operations within a high-volume, trade-based call center. The role drives revenue growth, operational excellence, and customer satisfaction while developing strong leaders and partnering with executive leadership to support company-wide goals.

Responsibilities

Lead daily operations across customer service, dispatch, and install coordination teams
Drive booking rates, conversion performance, and customer experience metrics
Develop and execute operational strategies aligned with growth and revenue targets
Coach and develop supervisors and team leads; manage teams of 15–20+ employees
Oversee workforce planning, reporting, and performance management
Optimize CRM and call center technology, including ServiceTitan
Partner with Field Operations, Sales, Marketing, and HR to ensure seamless service delivery
Serve as escalation point for high-impact customer issues

Requirements

Experience managing a $20M+ call center operation
Background in dispatch, customer service, and install coordination in the trades
Experience in at least two of the following: HVAC, electrical, plumbing, sewer (or large single-trade call center experience)
Proven leadership of 15–20+ person teams
Strong reporting and performance management skills
Experience with ServiceTitan and Microsoft Office

Schedule

In-office role, Monday–Friday (minimum 8 hours/day). Hands-on, reliable leader available during team working hours.

Benefits

Medical, dental, vision
401(k) with company match
Supportive team environment

Pay

$95,000 USD - $110,000 USD

About Seatown

Seatown Electric Plumbing Heating and Air is proud to serve residents throughout Seattle and surrounding areas. We have a great reputation that keeps our customers coming back time and time again. We pride ourselves not only on providing great service for our customers, but our employees as well. We take care of all the employees like family. Everyone has room for growth, and everyone has a voice. Our company culture is something that any of our employees would say is like no other in Washington!