Call Center Manager

Job overview

The Call Center Manager role is onsite in Grand Rapids, MI. Compensation is not specified; the posting mentions competitive wages and bonus opportunities without numeric amounts. Atrium Home Services provides home services across the Midwest and describes its focus as delivering long-term customer value and a strong customer experience. The manager leads the customer service team and oversees daily call center operations, using performance measures and quality reviews to improve booking rates and service. The role also coordinates staffing, training, escalated issues, and collaboration with dispatch, sales, marketing, and service teams.

What you'll do

• Manage and motivate customer service representatives
• collaborate with leadership on KPIs
• develop quality standards and call-audit practices
• support resolution of escalated customer issues
• analyze customer feedback
• create staffing plans and schedules
• collaborate with dispatch, sales, marketing, service, and installation teams
• contribute to booking targets.

What we're looking for

Skills & competencies

call center manager

atrium home services

grand rapids mi

onsite

customer service

call center leadership

call audits

kpis

booking rates

staffing plans

team coaching

home services

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, vision, and dental plans
• HSA and FSA accounts with company-funded benefits
• employer-provided life insurance
• 401(k) company match
• parental leave
• short- and long-term disability
• paid holidays and PTO.

Why this role

Benefits include medical, vision, and dental plans, HSA and FSA accounts, employer-provided life insurance, 401(k) company match, parental leave, short- and long-term disability, paid holidays, and paid time off.

About the employer

Atrium Home Services is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.