Call Center Manager – Home Services

Sergeants Electrical | North Port, FL

Salary: $60,000–$70,000 per year, based on experience 

Sergeants Electrical is seeking an experienced, results-driven Call Center Manager to lead our customer service and booking team. This is a hands-on leadership position for someone who understands how to manage both inbound and outbound call-center operations, improve conversion rates, hold team members accountable, and create a positive, high-performing culture.

The ideal candidate has proven experience managing a call center and is comfortable using data, coaching, and clear expectations to improve performance. Experience in the electrical, HVAC, plumbing, or residential home-services industry is strongly preferred.

Key Responsibilities

• Lead the daily operations of the inbound and outbound call center

• Manage, coach, train, and develop customer service representatives

• Drive inbound booking rates and outbound call performance

• Monitor call volume, answer rates, missed calls, booking rates, conversion rates, and other key performance indicators

• Set clear individual and team goals and hold employees accountable for results

• Review recorded calls and provide consistent coaching and feedback

• Develop scripts, processes, and call-handling standards that improve the customer experience

• Create outbound campaigns for unsold opportunities, memberships, follow-ups, and customer reactivation

• Ensure appropriate staffing and scheduling based on call volume and business needs

• Recruit, onboard, and train new call-center employees

• Conduct team meetings, performance reviews, and one-on-one coaching sessions

• Work closely with dispatch, operations, sales, and field leadership

• Identify performance gaps and implement action plans to improve results

• Maintain accurate reporting and communicate call-center performance to senior leadership

• Build a positive, accountable, and customer-focused team culture

Required Qualifications

• Previous experience managing a call center is required

• Proven experience leading both inbound and outbound call-center operations

• Strong understanding of call-center KPIs, booking rates, conversion rates, answer rates, and call-volume metrics

• Demonstrated success coaching employees and improving individual and team performance

• Strong leadership, communication, and conflict-resolution skills

• Ability to hold employees accountable while maintaining a positive team environment

• Experience creating and improving call scripts, workflows, and processes

• Strong organizational, analytical, and problem-solving abilities

• Comfortable working in a fast-paced, performance-driven environment

• Proficiency with call-center, CRM, and scheduling software

Preferred Qualifications

• Experience in the electrical, HVAC, plumbing, or residential home-services industry

• Experience using ServiceTitan

• Experience managing appointment booking, customer retention, membership, or outbound reactivation campaigns

• Experience recruiting, training, and developing call-center employees

Compensation and Benefits

• $60,000–$70,000 per year, depending on experience

• Performance-based bonus opportunities

• Medical, dental, and vision insurance

• 401(k)

• Paid Time Off

• Paid holidays

• Professional development and advancement opportunities

• Supportive, growth-focused company culture

Join Our Team

This is an excellent opportunity for an experienced call-center leader who enjoys developing people, improving performance, and helping a growing home-services company deliver an exceptional customer experience.

Applicants must have previous call-center management experience.

Apply today to join Sergeants Electrical!

Full Time In Person 

Office address: 1075 Innovation Ave, North Port, FL 34289

#FLTRADES