A growing, locally owned HVAC, plumbing, and electrical home services company is seeking a Call Center Manager to join the team in our Waukesha County location. Every job our company installs, services, or sells starts with a phone call your team answers. Our revenue depends upon the success of our call center employees, and the success of the call center is contingent upon you. This is a floor job â you'll be in the building, on the floor, in the calls. If you're looking for a dashboard-from-home role, this isn't it. Unlike other Call Center Manager jobs, you will be given the support, resources, and autonomy you require to run an effective call center. Our team members stay with the company because we encourage internal growth in every department, and this role has the potential for real leadership. We are seeking serious individuals looking for a long-term role within our organization. With that commitment, we invest in you and your future.
Primary Responsibilities Include:
- Take ownership of daily booked jobs and booking-rate targets across all service departments. Monitor performance in real time and intervene the same day when pace falls behind.
- Lead from the floor by demonstrating daily physical presence with the team, live call monitoring, side-by-side coaching, and real-time support on escalations.
- Recruit continuously. Always keep an active candidate pipeline, interview and hire booking agents, and run a structured onboarding plan that brings new agents to standard within 45 days.
- Own scheduling and coverage so phones are answered at standard across business hours, evenings, and seasonal surges.
- Set and enforce call-quality standards including greeting, discovery, booking discipline, arrival-window accuracy, and customer communication.
- Build and run an agent performance scorecard covering bookings, conversion, and quality, reviewed with each agent weekly.
- Manage the brand ambassador who supports lead-generation programs inside a national home-improvement retailer.
- Coordinate hand off between in-store leads and call center booking so no lead waits.
Successful Candidate Must Have:
- At least 21 years of age
- High school diploma or equivalent
- 3+ years managing an inbound/outbound contact center or high-volume booking/scheduling team (home services, healthcare, insurance, hospitality, or similar).
- Demonstrated on-site, floor-leadership management style with direct agent coaching experience.
- Track record of personally recruiting, hiring, ramping, and exiting agents when necessary.
- Hands-on fluency with contact-center platforms, call recording/QA tools, and performance dashboards. Ability to build and run reporting without waiting on others.
- Comfortable reading campaign data, discussing lead sources and cost-per-booked-job, and contributing to agency-led marketing meetings.
- Clear written communicator, disciplined about documentation, follow-through, and delivering commitments on time.
- Retail lead-generation, brand-ambassador, or field-marketing program experience is preferred.
What We Offer:
- $75,000â$88,000 Base Depending on Experience + a Monthly Performance Bonus up to $12,000/Year Tied to Daily Booking Performance â $87Kâ$100K Realistic First Year Earnings
- Medical, Dental & Vision Insurance Options
- 401(k) with Company Match
- Paid Vacation & Paid Holidays
- Paid Continuing Education & Professional Development
*Send a resume and a short note answering one question: what's a number you moved in a call center, and exactly what did you do to move it?