About Us:
Graham Heating & Air Conditioning is a leading HVAC service provider in the Tampa Bay area. We pride ourselves on delivering excellent customer service through our team of skilled professionals. We are seeking a self-reliant and dynamic Call Center Manager to lead our outbound call center.

Position Overview:
The Call Center Manager will be responsible for overseeing call center operations, ensuring efficient customer service, and driving performance improvements. This individual will manage and motivate a team of outbound appointment setters, while maintaining a balance between technical problem-solving and interpersonal engagement. The ideal candidate thrives in a fast-paced, pressure-driven environment, enjoys troubleshooting challenges, and prefers a role with variety and autonomy. They are confident in their approach but willing to collaborate and adjust when necessary.

Key Responsibilities:

Manage and lead the daily operations of the call center, ensuring customer satisfaction and meeting key performance metrics.
Develop and implement processes for effective handling of inbound and outbound calls, improving the customer experience.
Analyze call trends and customer feedback to identify areas for improvement, often troubleshooting issues to streamline operations.
Delegate tasks efficiently while remaining involved in areas that demand quick decisions or problem-solving.
Train, coach, and develop outbound appointment setters to achieve high performance, fostering a dynamic and positive work environment.
Handle escalated customer situations, using logic and persuasive communication to resolve issues.
Collaborate with other departments to ensure seamless communication and customer care efforts.
Monitor staff performance and ensure proper scheduling to meet customer demands during peak hours.
Rely on external expertise or management when encountering unfamiliar challenges or tasks beyond personal experience.
Introduce process improvements, continuously seeking better ways to achieve results, but without disrupting effective traditional methods.

Ideal Candidate Traits:

Self-reliant and comfortable with authority, especially when managing projects and decision-making.
Strong analytical and social skills, with a preference for balancing technical problem-solving with interpersonal engagement.
Persuasive, dynamic communicator who enjoys collaborating in group settings but can also confidently express their opinions.
Enjoys working under pressure, thrives with a variety of tasks, and prefers a fast-paced environment.
Comfortable with traditional methods but always seeks improvement in processes and procedures.
Capable of focusing on repetitive tasks for short periods but thrives on troubleshooting and new challenges.

Qualifications:

Proven experience as a Call Center Manager or supervisor.
Strong understanding of call center performance metrics and the ability to drive improvements.
Excellent leadership, coaching, and team-building skills.
Ability to manage multiple priorities in a fast-paced environment with a strong sense of urgency.
Proficiency in call center software and CRM systems.
HVAC industry experience is a plus, but not required.

Benefits:

Competitive salary and performance-based incentives.
Health insurance.
401(k) plan with company match.
Paid time off and holiday pay.
Opportunities for professional growth and career advancement.

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

401(k)
Health insurance
Paid time off
Paid training

Schedule:

Day shift
Monday to Friday
Weekends as needed

Work Location: In person

Graham Heating & Air Conditioning

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Call Center Manager