Call Center Manager jobs in Bellingham, WA

We are seeking an experienced and dedicated Call Center Manager to lead our dynamic team and operations. This role is pivotal in ensuring the success of Augusta Lawn Care’s Command Center, which manages administrative duties for over 150 locations worldwide and oversees 50 in-person and virtual agents. The ideal candidate is a proven leader, experienced in managing call center operations, and ready to take ownership of profitability, efficiency, and team performance. The candidate would spend a couple months in transition from the current manager that is moving up to another role in the company.

Key Responsibilities:

• Leadership & Management:
• Oversee all call center operations, ensuring high performance, efficiency, and excellent service delivery.
• Hire, train, coach, and, when necessary, terminate team members to maintain a top-performing team.
• Conduct team meetings to foster communication, set expectations, and ensure alignment with organizational goals.
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• Operational Excellence:
• Develop and implement strategies to improve call center processes, agent performance, and customer satisfaction.
• Monitor and manage the Command Center’s Profit and Loss (P&L) to ensure financial health and alignment with business goals.
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• Collaboration:
• Work closely with executives, franchise owners, and other stakeholders to support the growth of Augusta Lawn Care locations.
• Maintain effective communication with our technology teams, ensuring smooth integration and use of CRM and other tracking systems.
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• Technology & Systems Expertise:
• Utilize and manage systems such as CRMs, phone tracking, time tracking, and HR tracking tools to drive efficiency and accuracy.
• Ensure Command Center operations support franchisee growth and reduce administrative burdens.

Requirements:

• Proven Experience: Minimum of 5 years in a leadership role managing a call center with responsibilities for hiring, training, firing, and overall team management.
• P&L Accountability: Demonstrated ability to manage and improve profitability in a call center environment.
• Strategic Leadership: References from executives who can attest to your leadership skills and the organizational changes you have driven.
• Technology Proficiency: Expertise with CRM systems, phone systems, and tracking tools for HR, time, and performance management.
• Availability: Willingness to work flexible hours, including after hours, as required.
• Visionary Mindset: Enthusiasm for being part of a growing company with a long-term goal of a public IPO in 10 years.

Who Should Not Apply

• You are unwilling to work overtime or after hours
• You do not listen to audiobooks or podcasts for self-improvement outside of work
• You have not served in leadership team or executive role in a call center

About Augusta Lawn Care:

Augusta Lawn Care is a franchise network dedicated to raising the bar of professionalism in the lawn care industry. We’re not just about lawn care—we’re building a future-focused company alongside our CRM platform, CopilotCRM.com, and leveraging the visionary leadership of our founder, Mike Andes (MikeAndes.com).

Why Join Us?

• Be part of a mission-driven organization aiming to redefine the lawn care industry.
• Contribute to a long-term goal of taking multiple companies public in 10 years.
• Lead a team that plays a critical role in the growth and success of 150 franchise locations.