Overview
Call Center Manager
Location: Boxborough, MA
Join the Heritage Legacy — Lead with Purpose Heritage Home Service is seeking a Call Center Manager who thrives in a dynamic environment, leads with purpose, and knows how to build a results-driven team culture. We believe exceptional customer experiences begin with inspired teams and bold leadership. If you're ready to make an impact, we want to hear from you.
Responsibilities:
- Lead, coach, and develop a high-performing team of 10+ customer service representatives
- Monitor call metrics and performance reports to guide coaching and improve results
- Foster a culture of adaptability, clear communication, and continuous improvement
- Conduct call reviews, 1-on-1 coaching, and goal setting sessions
- Perform employee evaluations and implement corrective actions as needed
- Host team meetings and communicate company updates
- Partner with other departments for streamlined daily operations
- Resolve escalated customer issues efficiently and professionally
- Manage scheduling and administrative documentation
Qualifications:
- 2–5 years of experience in Customer Service, Call Center, or Dispatch
- Minimum of 3 years in management or supervisory roles (call center preferred)
- Strong problem-solving skills and a proactive mindset
- Ability to adapt quickly in a fast-paced, ever-changing environment
- Experience using reporting tools and metrics to drive performance
- Excellent communication and leadership skills
- Proven experience managing and developing teams of 8 or more
- Highly organized and capable of managing schedules, priorities, and KPIs
- Flexible availability to meet business needs
Compensation: $100,000 – $110,000 annually, based on experience
Benefits & Perks:
- Company-paid Medical, Dental, and Vision Insurance
- 401(K) with company matching
- Paid Time Off and Holiday Plan
- Company-provided Life & Disability Insurance
Apply Today!At Heritage Home Service, we don’t just offer jobs—we build careers. Join our team and help us redefine customer care in home services across Massachusetts!
