Call Center Manager

Who We Are

At Air Control Home Services, we’re more than a home service company—we’re a team of problem-solvers, innovators, and doers. We go the extra mile for our customers, ensuring peak performance for plumbing, HVAC, and electrical systems. Our call center is the heartbeat of our service operation, and we’re looking for a leader who thrives on challenges, figures things out, and pushes results.

The Big Task

Lead, coach, and inspire a team of call center representatives to exceed booked-call and sales goals. This isn’t just about scheduling service calls—it’s about building a culture of ownership, creativity, and results. The right person will be energized by problem-solving, motivated by hitting ambitious targets, and relentless about finding better ways to serve our customers.

Key Responsibilities

• Drive Results: Build and execute inbound/outbound call strategies that consistently hit booking and sales targets.
• Lead & Motivate: Inspire the team with clear goals, coaching, and accountability, fostering a high-energy, “we win together” culture.
• Innovate: Refine scripts, processes, and training programs—thinking beyond the obvious to increase conversions and customer engagement.
• Coach for Excellence: Monitor calls, provide feedback, and train staff to deliver exceptional service with empathy, urgency, and confidence.
• Problem-Solve on the Fly: Address customer issues, staffing challenges, and workflow gaps quickly with a solutions-first mindset.
• Be Data-Driven: Regularly present performance reports to senior leadership, highlighting wins, challenges, and creative strategies for improvement.
• Plan Ahead: Anticipate business demand and seasonal spikes, ensuring the right staffing and systems are always in place.

Desired Skills and Experience

• Minimum 3 years in a leadership role, preferably in a call center or high-volume customer service environment.
• A proven track record of delivering results and improving team performance.
• A self-starter with a “figure it out” attitude—comfortable navigating gray areas, solving problems, and making things happen without waiting for direction.
• Strong communicator with the ability to connect with both customers and team members.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, results-driven environment.
• Tech savvy with Microsoft Office and CRM/call center systems.

What We Offer:

• Our top performers are among the highest paid in Mohave County.
• Company Paid Health Insurance
• Company Paid Short Term Disability
• Voluntary Dental/Vision
• Voluntary Life Insurance
• Supplemental life insurance, and long-term disability available
  
• 401k Plan with a company match
• Paid Time Off
• Company Paid Holidays
• Ongoing Training
  
• A family-oriented culture—where we support one another, celebrate wins, and have fun along the way.

Equal Opportunity Employer/E-Verify Employer