Call Center Manager

🌊 Who We Are

At Seaside Plumbing, we’re not just answering phones and fixing plumbing—we’re restoring peace, uplifting lives, and raising the standard of what service in the trades looks like.

We believe:

Every great customer experience starts before a technician ever arrives

People deserve to feel heard, cared for, and confident that help is on the way

Great teams need great coaching, clear expectations, and strong leadership

Data matters—but the people behind the numbers matter too

Leadership means developing people, not simply managing their performance

We’ve built a company where people grow, customers trust us, and the bar is set high.

⚠️ Let’s Be Clear (Read This First)

This is not for everyone.

This is not a sit-behind-a-desk-and-watch-the-numbers management role.

This is a high-accountability leadership role where:

Customer experience matters

Performance matters

Communication matters

Coaching matters

Accountability matters

You’ll lead the people responsible for creating some of the first and most important interactions our customers have with Seaside and coordinating what happens next.

When your team wins, you should know why. When they’re struggling, you should have a plan to help them get better.

If you avoid difficult conversations, struggle to hold people accountable, or aren’t willing to coach from the front—this probably isn’t the role for you.

👉 We are where the best come to become elite.

📞 What You’ll Do

As the Call Center Manager , you will lead the performance, development, and day-to-day operations of our Customer Service and Dispatch teams .

You will:

Lead, coach, develop, and hold accountable our Customer Service Representatives and Dispatchers

Establish clear expectations, KPIs, and consistent coaching rhythms for both teams

Monitor calls, booking, dispatch, and other performance metrics to identify opportunities for improvement

Develop CSRs in customer communication, booking, de-escalation, and delivering an exceptional customer experience

Develop Dispatchers in prioritization, communication, decision-making, and effective management of the daily service board

Ensure strong communication and handoffs between Customer Service, Dispatch, Service Managers, and our field teams

Oversee staffing and scheduling to meet call volume, technician capacity, and seasonal business needs

Continuously improve the people, processes, technology, and training that drive Call Center and Dispatch performance

💪 What Success Looks Like Here

Your CSRs and Dispatchers know what’s expected of them and receive consistent coaching

Booking, conversion, dispatch, and operational performance are measured and improving

CSRs communicate with confidence, empathy, urgency, and professionalism

Dispatchers make thoughtful decisions based on customer needs, technician strengths, geography, capacity, and business opportunity

Communication between the Call Center and field teams is strong and reliable

Customer escalations are handled effectively and recurring problems are addressed

Your people are more capable, confident, and accountable because of your leadership

🧠 What Makes This Role Different

This isn’t just about managing phones.

And it isn’t just about managing a dispatch board.

The Call Center sits at the intersection of customer experience, sales, field operations, capacity, communication, and revenue.

Your CSRs turn a homeowner’s need into an opportunity for Seaside to serve them. Your Dispatchers help make sure we deliver on that promise by coordinating our people and resources effectively.

You are responsible for developing both.

We invest heavily in coaching, technology, training, communication, and continuous improvement because we believe great performance comes from building great people and strong systems.

👉 Great call centers don’t happen by accident. Great leaders build them.

💰 Compensation & Benefits

We believe great people deserve to be taken care of.

Competitive salary: $55,000–$75,000 , based on experience and qualifications

100% paid health, dental, and vision insurance for you AND your family

$15,000 company-paid life insurance with upgrade options

401(k) with 4% company match

Company profit sharing

Paid vacation, sick time, and holidays

NO emergency on-call

Ongoing paid training and professional development

👉 Very few companies offer what we offer. We mean that.

🧩 Who This Is For

This role could be a great fit if you:

Are a strong people leader and coach who knows how to develop different personalities

Are comfortable setting expectations, measuring performance, and holding people accountable

Understand that great customer service and strong sales performance can—and should—work together

Can develop both CSRs and Dispatchers while creating one cohesive team

Use data and KPIs to identify problems and make better decisions

Communicate exceptionally well and can navigate difficult conversations

Thrive in a fast-moving environment where priorities can change quickly

🎯 What You Bring

Ideally, you have:

4+ years of leadership or management experience in a call center, customer service, dispatch, inside sales, or similar environment

A demonstrated history of improving individual and team performance

Strong customer service, sales, coaching, and de-escalation skills

Experience working with KPIs, scorecards, call reviews, or other measurable performance tools

Strong organizational, communication, and problem-solving skills

Comfort using CRM systems, business technology, and performance reporting

The flexibility to support the operation outside normal hours or on occasional weekends when needed

⭐ Nice to Haves

Not required, but they’ll help you hit the ground running:

Experience with ServiceTitan and/or DispatchPro is strongly preferred

Experience with Microsoft Excel

Experience with call center phone systems, call recording, dashboards, or similar technology

Experience using call center data to coach employees and improve performance

Previous experience in home services or the skilled trades

🚫 Who This Is NOT For

This is NOT a fit if you:

Avoid accountability or difficult conversations

Prefer managing from reports instead of actively coaching your people

Care about numbers at the expense of the customer experience—or vice versa

Struggle to stay organized when things get busy

Blame other departments instead of working across teams to solve problems

Resist feedback, change, or continuous improvement

Want the title of manager without the responsibility of leadership

📍 Location

This is an in-person leadership position operating out of Bishopville, Maryland.

We serve homeowners across the Eastern Shore of Maryland and Delaware.

🌅 Our Mission

Bring brightness today.

Unlock the potential of tomorrow.

💙 Our Values

These values aren’t just words on a wall—they guide our decisions, shape our culture, and set the standard for how we work together.

Ownership — Take initiative. Own the outcome. Leave it better than you found it.

Empathy — Lead with humanity, care and understanding.

Courage — Embrace discomfort. Do the hard things. Growth follows.

Gratitude — There is always something to be grateful for. Find it. Share it.

Authenticity — Be your weird self and respect that in others. You shine brighter that way.

🔥 Final Word

There are easier management jobs out there.

But if you’re looking for:

A team you can genuinely develop

Clear expectations and measurable goals

The opportunity to improve systems and processes

A company that invests in its people

A leadership role where your work directly impacts customers, employees, and the success of the business

👉 This is where you raise the standard—for your team, your customers, and yourself.

📩 Apply Now

If you’re ready to lead a team where customer experience, p