Call Center Operations Manager jobs in Columbus, OH

**Job Title:** Call Center Manager

**Company:** Fast Response HVAC

**Location:** Grove City, OH (On-site with potential for travel)

**Salary:** $70,000 - $80,000 per year (plus performance-based bonuses)

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**About Us:**

Fast Response HVAC is a customer-focused, growth-oriented HVAC company dedicated to delivering top-notch service. Our mission is to provide fast, reliable, and expert HVAC solutions while maintaining a supportive, team-driven culture. We’re looking for a dynamic, experienced **Call Center Manager** to lead and grow our customer service team.

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**Job Summary:**

The Call Center Manager will be responsible for overseeing the day-to-day operations of our call center. This role includes hiring, training, and developing a high-performing team of Customer Service Representatives (CSRs). The ideal candidate is a strong leader who thrives in a fast-paced environment, drives performance, and fosters a positive, customer-first culture. Occasional travel may be required to support operations at our additional locations.

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**Key Responsibilities:**

- **Team Leadership & Development**: Hire, train, and mentor a team of CSRs, fostering a culture of excellence, accountability, and continuous improvement.

- **Performance Management**: Set clear performance expectations, conduct regular coaching sessions, and provide ongoing feedback.

- **Operational Oversight**: Manage daily call center operations, including call flow, scheduling, and workload distribution to ensure maximum efficiency.

- **Quality Assurance**: Monitor calls for quality assurance, ensuring customer interactions meet company standards and result in high levels of satisfaction.

- **Process Improvement**: Identify and implement process enhancements to improve customer experience and team efficiency.

- **Reporting & Analytics**: Track and analyze call center metrics, performance data, and customer feedback, using insights to drive continuous improvement.

- **Travel**: Be available to travel to other locations as needed to support training and operational needs.

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**Qualifications:**

- **Experience**: 3 years of call center management experience (experience in the home services or HVAC industry is a plus).

- **Leadership Skills**: Proven experience in hiring, training, and coaching high-performing teams.

- **Technical Skills**: Proficiency with CRM software, call tracking systems, and performance reporting tools.

- **Problem-Solving**: Ability to think critically, adapt to change, and solve operational challenges in real-time.

- **Communication Skills**: Strong verbal and written communication skills with a customer-first mindset.

- **Availability**: Flexibility to travel as needed and work some evenings, weekends, or holidays when required.

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**Compensation & Benefits:**

- **Salary**: $70,000 - $80,000 annually (based on experience and qualifications)

- **Bonuses**: Performance-based bonuses tied to individual, team, and company results

- **Benefits**: Competitive benefits package, paid time off (PTO), and growth opportunities within a rapidly expanding company

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**Why Join Us?**

At Fast Response HVAC, we believe that our employees are our most valuable asset. This role provides the opportunity to lead a vital department, shape the future of our customer service operations, and play a key role in our continued success. If you’re ready to make an impact, lead a growing team, and be part of an exciting journey, we’d love to hear from you.

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**Fast Response HVAC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.**

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Grove City, OH 43123: Relocate before starting work (Required)

Work Location: In person