Job Title: Operations Manager – Call Center & Work Orders
We are seeking is a professionally organized Operations Manager to lead our busy call center. This is a leadership role focused on driving performance: your primary responsibility is to manage the team that handles calls and work orders, improve processes, and increase the volume and quality of completed jobs, not to perform every task yourself. You will be accountable for ensuring that our call center and work order operation runs efficiently, meets service targets, and continually improves output.
About the Role
In this role, you will oversee a team that receives service requests, creates work orders, and manages subcontractors in the field through to job completion. You should understand how to do the front-line tasks (dispatching, data entry, follow-ups, vendor coordination), but your day-to-day work will focus on supervising the team, monitoring KPIs, removing roadblocks, and implementing improvements that increase throughput and keep customers satisfied. You will work closely with senior leadership to align staffing, processes, and performance targets with company growth goals.
Key Responsibilities
• Lead and manage the call center and work order team, ensuring staff follow established processes and deliver consistent service.
• Oversee daily call center operations and ensure calls, emails, and service requests are handled promptly and professionally by the team.
• Direct and supervise the full life cycle of work orders sent to subcontractors—from creation and dispatch by your team through scheduling, completion, documentation, and close-out.
• Set daily, weekly, and monthly productivity expectations for the team (work orders created, dispatched, closed, response times, etc.) and hold staff accountable for results.
• Monitor key performance metrics (service levels, response times, completion rates, backlog, first-contact resolution) and use data to drive higher output and improved efficiency.
• Identify bottlenecks in the call center and work order process and implement process changes, training, or staffing adjustments to increase throughput and reduce delays.
• Coach, mentor, and develop team members; conduct regular check-ins, provide feedback, and support training to improve performance and cross-training.
• Ensure accurate documentation of all work orders, notes, and status updates in the system so the operation can scale and run predictably.
• Work as the escalation point for higher-level or complex customer issues, coordinating with subcontractors and clients to resolve problems quickly and professionally.
• Collaborate with senior management on staffing levels, scheduling, and coverage to meet demand and growth goals while managing costs.
• Develop, refine, and enforce standard operating procedures (SOPs) for call handling, work order creation, dispatching, follow-ups, and escalation.
• Prepare regular performance and KPI reports (call volume, work order volume, SLA performance, backlog, agent productivity) and present trends and recommendations to leadership.[1][4]
• Partner with accounting/administration to ensure completed work orders support accurate, timely billing and that discrepancies are resolved quickly.
• Lead or participate in special projects related to process improvement, technology implementation, or growth initiatives.
• Perform other leadership, operational, and administrative tasks as assigned.
Qualifications
• Proven experience in call center operations, service dispatch, facilities services, field service, or a related operations leadership role managing a team.
• Track record of improving productivity, KPIs, or output in a call center or operations environment (e.g., more work orders closed, faster turnaround, better SLA performance).
• Strong leadership and people-management skills, including coaching, performance management, and the ability to hold a team accountable while maintaining morale.
• Excellent communication skills, both verbal and written, with the ability to work effectively with customers, internal staff, and external subcontractors.
• Strong organizational skills and attention to detail; comfortable overseeing large volumes of work orders, statuses, and follow-ups simultaneously.
• Proficiency with computers and standard office software (Excel, Word, Outlook); experience with work order management, CMMS, or dispatching systems is a strong plus.
• Analytical mindset with the ability to interpret performance data and turn it into practical action plans and process improvements.
• Reliable, dependable, and able to take ownership of results; comfortable handling occasional after-hours or weekend emergencies when escalations require management involvement.
• Positive, professional demeanor with a customer-first mindset and a focus on continuous improvement.
Compensation and Benefits
• Salary range: $75,000 – $100,000 per year, depending on experience and qualifications.
• Competitive health benefits package (medical, dental, vision).
• Generous paid time off and paid holidays.
• Learning and development opportunities, including internal training, professional development resources, and opportunities for advancement as the company grows.
Principals only. Recruiters, please don't contact this job poster.