Call Center Manager

Call Center Manager
Kennesaw, GA – Onsite
Salary: $110,000–$120,000 + 10% Bonus + Full Benefits

Join one of the fastest-growing home service organizations in the Southeast, serving the greater Atlanta area since 1978. With multiple metro locations, 300+ team members, and over 200 trucks on the road daily, we offer competitive pay, strong training and development, growth opportunities, full benefits, and a 10% bonus. This position is full-time and onsite in Kennesaw, GA.

Summary
The Call Center Manager reports to the Director of Central Services and leads a team of 35+ in-house agents plus a third-party call-handling group. This role oversees 24/7 operations and is responsible for transforming the call center into a high-performing, sales-driven environment. Key priorities include building a culture of excellence, elevating customer experience, driving sales performance, implementing sales training, developing Team Leads, and improving morale and retention.

Essential Functions
• Lead the transition to a sales-focused call center through inbound/outbound initiatives.
• Meet and exceed KPIs such as sales conversion, service levels, occupancy, abandonment, first call resolution, ASA, and more.
• Identify opportunities for process and performance improvement.
• Develop and execute sales strategies for both team and individual success.
• Create and deliver ongoing sales training, scripting, and role-play sessions.
• Train and support Team Leads in coaching, development, and real-time feedback.
• Mentor Team Leads to strengthen leadership capabilities.
• Implement culture-building strategies to reduce turnover and boost engagement.
• Monitor team satisfaction and take action to improve morale.
• Optimize workforce management, scheduling, and resource allocation.
• Foster a best-in-class culture focused on performance and customer experience.
• Collaborate across departments to improve processes tied to call center operations.
• Lead, coach, and develop service and sales agents in a fast-paced environment.
• Maintain expert product, service, and CRM knowledge and ensure team readiness.
• Monitor performance and quality standards; communicate expectations clearly.
• Provide feedback, recognition, and coaching to drive high performance.
• Analyze and develop reports for data-driven decision-making.
• Create employee development plans and conduct performance reviews.
• Enforce company policies and ensure strong communication across teams.
• Manage projects as needed.

Qualifications
• Bachelor’s degree in Business Administration or related field required.
• 5+ years of call center management experience focused on customer experience, with strong inbound/outbound and sales-strategy expertise. Service industry experience preferred.
• Sales or leadership certifications are a plus.
• Strong results-driven mindset with proven success meeting and exceeding goals.
• Ability to build a culture of accountability, teamwork, and continuous improvement.
• Excellent communication, interpersonal, and leadership skills.
• Experience with call center technologies is an asset.
• Strong analytical, problem-solving, and PC skills; fast learner of new systems.
• Proficiency in MS Office and CRM platforms.
• Demonstrated ability to motivate, coach, and develop teams.
• Strong time management and organizational skills.
• HVAC industry knowledge is a plus.
• Work hours span Monday–Sunday with shifts between 7:00 am and 9:00 pm.