Call Center Supervisor

Call Center Manager

Professional Staffing is seeking a motivated Call Center Manager to lead the customer service and dispatch team of one of our trusted clients. This role ensures every call is answered with urgency, professionalism, and care—turning inbound and outbound calls into booked appointments and loyal customers.

As a key leader, you'll coach and motivate the team, monitor performance, and ensure seamless communication between the office and field technicians while driving operational efficiency and exceptional customer experiences.

Location: Stockton, CA

Pay Rate: $28 to $32.50/hr

Requirements of the Call Center Manager

• Experience leading a call center or high-volume customer service team (HVAC/home services preferred)
• Strong coaching, communication, and problem-solving skills
• High sense of urgency and customer-first mindset
• Ability to analyze performance metrics and improve processes
• Positive energy, accountability, and team-first leadership style

Responsibilities of the Call Center Manager

• Lead, train, and develop CSRs and outbound callers
• Monitor live and recorded calls; coach team to hit KPI goals
• Manage call performance: answer rate, booking rate, handle time, outbound volume
• Assist with outbound calling and escalated customer concerns
• Maintain SOPs and improve call center processes and scripts
• Track and report weekly performance metrics
• Partner with leadership, service, and marketing to maximize scheduling and service success

Join a fast-growing team where your leadership directly impacts call conversion, customer satisfaction, and technician success.