Call Center Manager - JP McHale Pest Management : Job Details

Call Center Manager

LocationBuchanan, NY – Full Time On-Site (no hybrid work available)

Reports toVP of Customer Experience

Pay$100,000 - $125,000 Annually DOE

Position Overview

We are seeking a highly motivated and experienced Call Center Manager to lead and manage our inbound/outbound customer service team. This position is critical to ensuring a high level of service to our pest control customers and maintaining a productive, efficient, and engaged call center environment. The manager will oversee a team of approximately 20 call center agents specializing in residential and commercial service issues as well as escalated customer service issues, driving performance through coaching, reporting, and real-time support.

Key Responsibilities

Team Leadership & Management

• Supervise daily activities of call center agents to ensure high performance and adherence to service standards.
• Provide ongoing training, coaching, and support to agents, including during difficult or escalated customer calls.
• Conduct regular team meetings and one-on-ones to monitor performance and provide feedback.

Scheduling & Workforce Management

• Create and manage break and lunch schedules, shift coverage, and time-off requests to ensure optimal coverage.
• Monitor real-time call volume and adjust staffing or breaks as needed to meet service levels.

Performance Monitoring & Reporting

• Generate and analyze reports such as:
• Call volume and trends
• Agent performance metrics
• Phone system logs
• Use data to make informed decisions and optimize team output.

Customer Service Oversight

• Support agents in handling challenging customer situations and ensure appropriate resolution.
• Monitor call quality and provide feedback/coaching for continuous improvement.
• Assist with customer escalations and ensure customer satisfaction and retention.

Operational Excellence

• Collaborate with operations, sales, and field teams to ensure smooth communication and support for technicians and service teams.
• Recommend process improvements and tools to enhance call center efficiency and effectiveness.

QUALIFICATIONS

Required Skills/Abilities:

• 5+ years of call center manager experience leading a moderate to large call center.
• Experience using call center systems and software.
• Ability to create and interpret reports; strong skills in Excel and CRM systems.
• Excellent leadership, interpersonal, and conflict resolution skills.
• Strong organizational and time management capabilities.
• High emotional intelligence and a customer-first mindset.
• Experience in a home services or pest control industry is a plus but not required.

Education and Experience:

• Bachelor's Degree Preferred

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Average, ordinary, hearing, speaking, and visual acuity necessary to prepare or inspect documents or operate machinery.
• Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

BENEFITS OFFERED

• Paid time off, paid holidays
• Medical, Dental and Vision insurance
• 401(k) Savings Plans (Traditional & Roth with employer match)
• Life insurance, 100% company paid (with options to buy up)
• Long and short-term disability, Accidental, Critical Illness, and Hospital Indemnity insurance
• Employee Referral Bonus Plan
• Convenient direct paycheck deposit, weekly pay
• Team Member reward and recognition program
• Employee would be eligible for company bonus programs.
• Opportunities to participate in community events.

At Anticimex, we are driven by our Purpose: To Prevent and Protect. Join us in transforming the world into a healthier, safer place through innovative and sustainable pest control solutions!

Equal Opportunity Employer

** We are an equal opportunity (M/F/V/D) employer encouraging diversity in the workplace. **