Professional Employment Group of Colorado provided pay range This range is provided by Professional Employment Group of Colorado. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $80,000.00/yr - $95,000.00/yr Direct message the job poster from Professional Employment Group of Colorado We are confidentially seeking a Call Center Manager to lead and elevate our high-volume, high-performance home services dispatch and customer experience operation. The right candidate will bring integrity, transparency, and strong people leadership to a team managing 300–400 daily calls across HVAC, electrical, plumbing, and light commercial services. About the Role You’ll oversee a team of: 7 total call center team members 4 CSRs 3 Dispatchers Supporting a field team of 46 technicians (HVAC, electrical, plumbing). The role is focused on efficient scheduling , exceptional customer service , and dispatch accuracy to improve profitability and reduce cancellations. It’s also about team leadership—balancing customer needs, technician dynamics, and performance KPIs. Key Responsibilities Oversee scheduling, shift writing , and call routing across multiple trade areas. Manage dispatching strategy , assigning the right technician to the right job based on urgency, skillset, and geography. Optimize call handling (inbound/outbound), aiming for 80–95% answer rate and high booking conversion. Reduce cancellation rates by managing customer expectations and overbooking strategies. Handle day-to-day team coaching and technician relations , including navigating personality conflicts and morale challenges. Improve and track KPIs around: Answer rate Booking rate Dispatch effectiveness Report to Director of Operations, collaborate with Marketing and CEO on broader business goals. Ideal Candidate Profile Proven experience leading call centers in the home services industry (HVAC, electrical, plumbing, etc.). Familiar with high-volume inbound call environments (100+ calls/day per CSR). Experience managing technician-heavy dispatch operations. Strong interpersonal skills – able to balance customer experience and technician satisfaction. Calm under pressure, proactive in problem-solving, confident in managing competing priorities. Strong operational acumen and comfort with KPIs and reporting. Monthly bonus : $4,000–$5,000 potential Quarterly incentive : Based on performance Total target comp : $120,000–$140,000 Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Management and Customer Service Industries HVAC and Refrigeration Equipment Manufacturing and Wholesale Hardware, Plumbing, Heating Equipment Referrals increase your chances of interviewing at Professional Employment Group of Colorado by 2x Get notified about new Call Center Manager jobs in Denver, CO . Denver, CO $69,825.00-$87,281.00 2 weeks ago Aurora, CO $91,000.00-$120,000.00 6 days ago Westminster, CO $75,000.00-$100,000.00 5 months ago Denver, CO $125,100.00-$148,367.00 4 weeks ago Denver, CO $70,000.00-$80,000.00 6 days ago Customer Service Team Leader (Front End Support Manager) Assistant Service Operations Manager - Night Shift Englewood, CO $94,900.00-$118,600.00 2 weeks ago Denver, CO $60,000.00-$65,000.00 2 weeks ago Customer Success - Enterprise Engagement Manager Denver, CO $50,000.00-$55,000.00 1 day ago Manager of Onboarding and Implementation Services Aurora, CO $95,967.33-$131,956.30 2 weeks ago Denver, CO $66,000.00-$89,000.00 10 months ago Denver, CO $152,000.00-$228,000.00 3 days ago Sr Mgr - Customer Solutions , AWS Strategic Accounts Denver Metropolitan Area $125,100.00-$148,367.00 5 days ago Wheat Ridge, CO $65,000.00-$85,000.00 6 days ago Thornton, CO $50,000.00-$55,000.00 6 days ago Denver, CO $75,000.00-$120,000.00 2 weeks ago Thornton, CO $100,000.00-$125,000.00 4 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr Professional Employment Group of Colorado
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