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Reliable Heating & Air · 2 hours ago

Call Center Manager

Kennesaw, GA, US

Full-time

Onsite

Director/Executive

12+ years exp

Reliable Heating & Air is the Nation’s #1 Trane Dealer, serving the greater Atlanta area since 1978. The Call Center Manager will lead a team of over 35 call center agents, focusing on transforming the center into a high-performing, sales-driven environment while ensuring exceptional customer service and operational efficiency.

Consumer ElectronicsManufacturingReal Estate

Growth Opportunities

Responsibilities

Transition the call center into a sales-focused operation with inbound/outbound call initiatives aimed at promoting and selling our services

Meet and exceed Operational KPIs such as Sales Conversion Rates, Service Levels, Occupancy, Abandonment Rate, First Call Resolution, ASA, and other traditional call center KPIs

Develop and execute sales strategies to meet and exceed team and individual performance

Manually optimize workforce planning, scheduling, and real-time resource allocation without reliance on workforce management software to maintain strong occupancy levels while balancing service levels, sales performance, and customer experience

Proactively adjust staffing, schedules, and call routing in response to weather-driven demand, seasonal volume fluctuations, and daily call trend variability

Work with cross-functional teams to ensure ongoing improvement of business processes that touch the call centers

Monitor call analytics (volumes, wait times, service levels) to maintain operational targets

Develop and present all required phone system data and metric reports accurately and on time

Ensure call center is adequately staffed to handle fluctuating call volumes; adjust resources as needed

Ensure exceptional service for Reliable’s customers during scheduling and service interactions

Address and resolve escalated service issues with professionalism and empathy

Ensure timely investigation and resolution of customer complaints

Design and implement ongoing sales training programs, SOP’s, CSR script, and role playing to expand CSRs’ knowledge of our offerings and improve their ability to sell effectively

Maintain expert-level knowledge of our products, services, and CRM tools while ensuring the appropriate level of knowledge is shared with team members

Lead continuous training efforts to address service gaps and implement process updates

Conduct call monitoring and coaching sessions to reinforce service quality standards

Supervise, coach, develop and lead a team of Service/Sales agents in a contact center environment

Ongoing coaching and development of team members in a fast-paced business environment that is continuously evolving and experiencing change

Ensure Team Leads are equipped to train, coach and support CSRs with a focus on coaching, role-playing, and real time feedback sessions

Mentor and develop Team Leads, ensuring they are effective coaches and leaders capable of inspiring their teams and driving performance

Implement strategies to reduce turnover, improve morale, and create a supportive workplace culture

Ensure that all team members have a clear understanding of performance expectations, goals and actuals; provide feedback, recognition and coaching to develop high performers

Create a best-in-class culture that acts as a catalyst for high performance and exemplary Customer Experience

Maintain performance and quality standards of the team through direct management and evaluation

Generate performance, compliance, and training reports to identify trends and opportunities

Support internal and external audits, QA processes, and compliance checks

Administer and apply all applicable company policies and procedures

Qualification

Call Center LeadershipSales Training ProgramsWorkforce PlanningPerformance MetricsCRM ToolsHVAC Industry KnowledgeTeam DevelopmentCommunication SkillsProblem-Solving SkillsTime Management

Required

Bachelor's Degree in Business Administration or other relevant field required

Minimum 12–15+ years of progressive call center leadership experience in a sales-focused environment, including full ownership of operational performance, staffing, forecasting, and results

Proven experience personally leading and owning the transformation of a customer service–focused call center into a sales-driven, performance-oriented operation

Experience adjusting staffing models based on daily call volume trends, weather-driven demand, and seasonal variability (HVAC or similar service environment preferred)

Demonstrated experience performing manual workforce planning, staffing forecasts, and intraday adjustments without reliance on workforce management (WFM) software

Demonstrated experience leading call center operations with 30+ agents, including direct oversight of Team Leads and coordination with third-party or outsourced call-handling partners

Certification in Sales and or Leadership training programs

Results oriented mindset with a focus on meeting and exceeding performance goals

Ability to foster a culture of accountability, teamwork, and continuous improvement

Highly developed oral, written, and interpersonal communication skills with a demonstrated ability to work with all levels of management and team members

Industry knowledge and experience working with key Call Center technologies is an asset

Demonstrated experience managing and centralizing multiple call center operations within a single department, including standardizing processes, performance metrics, and staffing models across call centers

Superior problem-solving skills and analytical ability

High level of proficiency with MS Office, IVR Tools and CRM

Proven ability to motivate, coach and develop people in a team-based environment

Results-driven individual who takes initiative to drive the business

Top-notch customer service with both internal and external customers

Excellent time management and organizational skills

Knowledge of the HVAC industry a strong asset

Work hours are Monday to Sunday, with shifts between the hours of 7:00 am and 9:00 pm