Job Description
Call Center Manager – JT Services (Claremore, OK)
Salary: $45,000–$65,000/year + Monthly Performance Bonuses Full-Time | In-Person | Home Services Industry
JT Services is growing fast, and we’re looking for a driven, organized, and people‑focused Call Center Manager to lead our Customer Service Representative (CSR) team. This role is perfect for someone who thrives in a fast-paced environment, loves coaching and developing people, and knows how to turn calls into booked opportunities.
If you’re ready to lead a high-performing team, elevate customer experience, and help drive revenue across multiple service divisions — this is your opportunity.
Position Overview
The Call Center Manager oversees daily call center operations, ensuring exceptional customer interactions, strong booking performance, and consistent execution of JT Services’ call processes. You will lead, coach, and develop CSRs, maintain call board health, drive memberships, and support company-wide revenue goals.
Key Responsibilities Leadership & Team Development
Lead, coach, and develop CSRs to meet KPIs and performance standards
Conduct call reviews, coaching sessions, and performance check-ins
Maintain staffing levels, scheduling coverage, and call center readiness
Build a positive, accountable, customer-focused culture
Own inbound and outbound call performance
Ensure adherence to scripts, call control standards, and customer experience expectations
Monitor call queues, call volumes, and response times
Maintain a clean, accurate, and green 3‑day call board
Track and report daily, weekly, and monthly KPIs
Drive membership sales, outbound follow-ups, and rehash opportunities
Identify performance gaps and implement corrective action plans
Align call center goals with company revenue targets
Work closely with Dispatch to support scheduling and job flow
Coordinate with Service Managers to support technician productivity
Partner with Marketing to understand lead flow and call demand
Communicate trends, issues, and opportunities to leadership
Ensure accurate customer data entry, job notes, and membership tagging
Maintain compliance with call recording standards and privacy requirements
Resolve escalated customer concerns before they reach upper management
Success Indicators
Strong inbound/outbound conversion
Monthly membership sales targets achieved
3‑day call board green 90%+
High call quality, accuracy, and professionalism
Reduced escalations and improved customer satisfaction
Strong collaboration with Dispatch and field leadership
Required Skills & Qualifications
2+ years of call center leadership experience (home services preferred)
Strong understanding of booking rates, call flow, and customer experience
Excellent communication, coaching, and conflict-resolution skills
Ability to analyze performance data and make informed decisions
Proficiency with call center software, scheduling systems, and CRM platforms
High level of organization, accountability, and follow-through
Compensation
Base Salary: $45,000–$65,000/year (depending on experience)
Monthly performance bonus based on KPI achievement
Benefits package per company policy , including:
Medical, Dental, Vision
401(k)
Paid Time Off
Company-paid wellness perks
Birthday PTO
Professional development opportunities
Team events & company culture focused on growth
Ready to Lead a Winning Team?
If you’re passionate about leadership, customer experience, and driving results — JT Services wants to meet you. Apply today and help us elevate the standard of service across Northeastern Oklahoma.
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