Job Description:

Key Responsibilities

Team Leadership & Management

• Supervise daily activities of call center agents to ensure high performance and adherence to service standards.
• Provide ongoing training, coaching, and support to agents, including during difficult or escalated customer calls.
• Conduct regular team meetings and one-on-ones to monitor performance and provide feedback.

Scheduling & Workforce Management

• Create and manage break and lunch schedules, shift coverage, and time-off requests to ensure optimal coverage.
• Monitor real-time call volume and adjust staffing or breaks as needed to meet service levels.

Performance Monitoring & Reporting

• Generate and analyze reports such as:
  • Call volume and trends
  • Agent performance metrics
  • Phone system logs
• Use data to make informed decisions and optimize team output.

Customer Service Oversight

• Support agents in handling challenging customer situations and ensure appropriate resolution.
• Monitor call quality and provide feedback/coaching for continuous improvement.
• Assist with customer escalations and ensure customer satisfaction and retention.

Operational Excellence

• Collaborate with operations, sales, and field teams to ensure smooth communication and support for technicians and service teams.
• Recommend process improvements and tools to enhance call center efficiency and effectiveness.

QUALIFICATIONS

Required Skills/Abilities:

• 5+ years of call center manager experience leading a moderate to large call center.
• Experience using call center systems and software.
• Ability to create and interpret reports; strong skills in Excel and CRM systems.
• Excellent leadership, interpersonal, and conflict resolution skills.
• Strong organizational and time management capabilities.
• High emotional intelligence and a customer-first mindset.
• Experience in a home services or pest control industry is a plus but not required.

Education and Experience:

• Bachelor’s Degree Preferred

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Average, ordinary, hearing, speaking, and visual acuity necessary to prepare or inspect documents or operate machinery.
• Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

BENEFITS OFFERED:

• Paid time off, paid holidays
• Medical, Dental and Vision insurance

• 401(k) Savings Plans (Traditional & Roth with employer match)
• Life insurance, 100% company paid (with options to buy up)
• Long and short-term disability, Accidental, Critical Illness, and Hospital Indemnity insurance
• Employee Referral Bonus Plan
• Convenient direct paycheck deposit, weekly pay

• Team Member reward and recognition program
• Employee would be eligible for company bonus programs.

• Opportunities to participate in community events.

At Anticimex, we are driven by our Purpose: To Prevent and Protect. Join us in transforming the world into a healthier, safer place through innovative and sustainable pest control solutions!

**Equal Opportunity Employer**

** We are an equal opportunity (M/F/V/D) employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law. **