Sr. Call Center Manager

Key Responsibilities

• Provide unified oversight and strategic direction for the Homeowner Support Team (HOST) and the Special Escalation Team (SET), ensuring aligned goals, shared resources, and consistent service standards.
• Create and sustain strong operational synergy between HOST and SET through joint workflows, shared KPIs, cross-training, and open communication channels.
• Identify opportunities to reduce interdepartmental silos and implement structured collaboration frameworks to improve case handoffs, escalation routing, and resolution speed.
• Champion a unified call center culture centered on accountability, continuous improvement, and exceptional service for homeowners.
• Partner with the Live Ops, Operations Process, and System Monitoring teams to coordinate staffing, scheduling, and capacity planning across both departments.

Team Management & Development

• Directly supervise the HOST Supervisor and SET Supervisor, providing coaching, mentoring, and performance leadership.
• Conduct regular one-on-ones and performance reviews with direct reports; cascade performance management practices across both teams.
• Lead recruitment, onboarding, and development for supervisors and senior agents across the call center.
• Build and implement mentorship programs and career-pathing frameworks to retain and develop top talent.
• Foster a high-performance, customer-centric culture that motivates team members to exceed expectations.

Escalation Management & Legal Coordination

• Serve as the senior escalation point for complex homeowner cases that cannot be resolved at the supervisor level.
• Oversee routing and resolution of Attorney General (AG) complaints, regulatory filings, and other legally sensitive matters, ensuring strict adherence to deadlines and regulatory requirements.
• Act as the primary liaison between the Call Center and the Legal Department for matters involving pre-litigation, pending lawsuits, communications with opposing counsel, and AG- or attorney-initiated escalations.
• Partner with Legal to investigate high-stakes cases, present findings, and develop de-escalation strategies to minimize legal exposure.
• Ensure proper documentation of all legal and regulatory escalations; maintain audit-ready records in accordance with Legal and Compliance standards.

Performance, Reporting & Analytics

• Define, monitor, and report on call center KPIs for HOST and SET, including call volume, service levels, first-contact resolution, customer satisfaction, and schedule adherence.
• Analyze performance data from both departments to identify trends, root causes, and improvement opportunities.
• Prepare and present regular performance reports to senior leadership.
• Oversee the monthly finance and operations reports submitted by SET and collaborate with Fin Ops as needed.
• Implement quality assurance programs across both teams, including call listening, interaction reviews, and compliance audits.

Process Improvement & Strategic Initiatives

• Lead the design and documentation of new call center processes, policies, and standard operating procedures applicable across both HOST and SET.
• Identify and drive initiatives to reduce escalation rates, improve first-contact resolution, and enhance the overall homeowner experience.
• Collaborate with the Operations Process team to ensure that new capabilities, tools, and products are efficiently integrated into call center workflows.
• Partner with Vendor Management and external service providers to continuously improve outcomes and operational efficiency.

Qualifications

• Minimum of 5–7 years of experience in call center or customer service operations, including at least 3 years in a managerial or senior leadership role.
• Demonstrated experience managing multiple teams or departments concurrently within a call center environment.
• Proven experience working directly with Legal, Compliance, or Regulatory teams on escalated matters involving attorneys, AG offices, or pre-litigation cases — required.
• Experience managing regulatory complaints, including AG filings, within a consumer-facing industry.
• Background in the energy, utilities, or financial services industry is preferred.
• Strong proficiency with CRM and ticketing platforms; experience with ServiceNow preferred.
• Track record of building cross-functional synergy and leading organizational change.
• Demonstrated ability to manage complex escalations and navigate legally sensitive situations with composure and sound judgment.