Call Center Manager

CALL CENTER MANAGER

Rogue Valley Heating, Cooling, & Electrical is seeking a Call Center Manager to join our growing team. We strive to attract the best talent and offer competitive pay along with excellent benefits for our dedicated employees.

At Rogue Valley, we prioritize the importance of family and work-life balance within a positive, supportive, and diverse culture. We take pride in being stewards of our brand, committed to serving our communities with exceptional relationships and service.

Our company is owned and managed by industry veterans who understand the role, the expectations, the challenges, and the responsibilities involved. We are here to support and collaborate with you every step of the way!

If you're ready to make an impact and grow with us, we would love to hear from you!

POSITION SUMMARY

Summary: As Call Center Manager, you will lead and optimize our high volume inbound/outbound call center. You will own the day-to-day operations, staffing, workflow and performance of the call center team - ensuring every call is handled efficiently, every service appointment is booked accurately, and every customer interaction reinforces our brand promise. You’ll set measurable goals (average handle time, first call resolution, conversion to booked work orders, customer satisfaction), monitor metrics and trends, and use data driven insight to implement improvements. You’ll also serve as a bridge between the call center, dispatch, marketing and operations - aligning team performance with business objectives and revenue goals. Strong leadership, process discipline, coaching acumen and a mindset of continuous improvement will be key to your success.

Compensation: Salaried bi-weekly pay up to $60,000-80,000.00 annually, depending on experience.

Schedule: Full-time (40 hours per week), Monday – Friday. In office.

Work Location: 2820 Foothill Blvd., Grants Pass, OR 97526 - Reliably commute or plan to relocate before starting work (Required) –IN PERSON. Occasional travel may be required.

COMPANY BENEFITS

We strive to offer a variety of competitive benefits, which include:

Company paid Medical

Company paid Dental

Company paid Vision

Company paid emergent medical transport program (Oregon Only)

Life Insurance

401K with company match

Paid Time Off

RESPONSIBILITIES

Responsibilities include, but are not limited to:

Assist in hiring, onboard, train, coach and evaluate call center/dispatch staff.

Set and monitor KPIs (e.g., average handle time, first-call resolution, call conversion to booked jobs, customer satisfaction).

Monitor daily call volumes, scheduling, staffing coverage; adjust staffing and workflows to meet service level goals.

Analyze call center metrics and trends; prepare reports for leadership; identify improvement opportunities.

Handle escalated customer issues and service recovery for calls that fall outside standard protocols.

Develop and maintain call scripts, knowledge base, SOPs, and quality assurance processes.

Collaborate cross functionally with field operations, dispatch, marketing and IT to optimize process, conversion and customer experience.

Lead continuous improvement initiatives - tools, automation, workflow redesign, staff development.

QUALIFICATIONS

The qualifications we are seeking for this role include:

High School Diploma

3+ years of call center or contact center supervisory/management experience.

Proven experience overseeing inbound and/or outbound call workflows, preferably in high volume or service industry environments.

Strong analytical skills: comfortable with metrics, dashboards, trend analysis, and using data to drive decisions.

Excellent leadership, communication and coaching skills - able to motivate and hold a team accountable.

Tech‑savvy: experience with call center software (Service Titan), CRM systems, workforce management tools.

Comfortable working in a fast paced, dynamic service environment with shifting priorities.

NOTICES

We are an equal opportunity employer and prohibit discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Pre-employment screening includes a background check, Motor Vehicle Record (MVR) report for certain positions, and drug screening - excluding THC (THC is permitted for recreational use only; workplace drug policies apply during shifts and on company premises.).

This employer participates in E-Verify and will submit your Form I-9 information to the federal government to verify your authorization to work in the U.S. If E-Verify is unable to confirm your work authorization, the employer is required to provide you with written instructions and an opportunity to contact the Department of Homeland Security (DHS) or the Social Security Administration.