Sr. Call Center Manager

• 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

• 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.

• 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

• 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.

• 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.

• 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

• Exceptional leadership presence, with the ability to unite teams, build trust, and drive cultural alignment across departments
• Skilled at building bridges between teams — setting shared goals, reducing friction, and fostering a collaborative, unified call center environment
• Legally astute — comfortable interfacing with attorneys, AG representatives, and Legal Department stakeholders, demonstrating professionalism and strategic awareness
• Data-driven decision-maker with strong analytical skills and the ability to translate metrics into actionable strategies
• Highly organized, able to manage competing priorities across multiple departments in a fast-paced environment
• Clear and effective communicator — written and verbal — with the ability to present findings and recommendations to executive leadership
• Solutions-oriented and proactive, with a strong sense of urgency and accountability

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