Call Center Manager

Position Overview

Rogue Valley Heating, Cooling, & Electrical is seeking a Call Center Manager to join our growing team. We strive to attract the best talent and offer competitive pay, along with excellent benefits, to our dedicated employees.

At Rogue Valley, we prioritize the importance of family and work-life balance within a positive, supportive, and diverse culture. We take pride in being stewards of our brand, committed to serving our communities with exceptional relationships and service.

Our company is owned and managed by industry veterans who understand the role, the expectations, the challenges, and the responsibilities involved. We are here to support and collaborate with you every step of the way!

If you’re ready to make an impact and grow with us, we would love to hear from you!

As Call Center Manager, you will lead and optimize our high-volume inbound/outbound call center. You will own the day-to-day operations, staffing, workflow, and performance of the call center team, ensuring that every call is handled efficiently, every service appointment is booked accurately, and every customer interaction reinforces our brand promise. You’ll set measurable goals (average handle time, first call resolution, conversion to booked work orders, customer satisfaction), monitor metrics and trends, and use data-driven insight to implement improvements. You’ll also serve as a bridge between the call center, dispatch, marketing and operations – aligning team performance with business objectives and revenue goals. Strong leadership, process discipline, coaching acumen, and a mindset of continuous improvement will be key to your success.

Compensation: Salaried bi-weekly pay up to $70,000-80,000.00 annually

Schedule: Full-time (40 hours per week), Monday – Friday in the office.

Work Location: 2820 Foothill Blvd., Grants Pass, OR 97526

Reliably commute or plan to relocate before starting work (Required) – IN PERSON. Occasional travel may be required.

Duties & Responsibilities

• Assist in hiring, onboarding, training, coaching and evaluating call center/dispatch staff.
• Set and monitor KPIs (e.g., average handle time, first-call resolution, call conversion to booked jobs, customer satisfaction).
• Monitor daily call volumes, scheduling, and staffing coverage; adjust staffing and workflows to meet service level goals.
• Analyze call center metrics and trends; prepare reports for leadership; identify improvement opportunities.
• Handle escalated customer issues and service recovery for calls that fall outside standard protocols.
• Develop and maintain call scripts, knowledge base, SOPs, and quality assurance processes.
• Collaborate cross-functionally with field operations, dispatch, marketing, and IT to optimize process, conversion, and customer experience.
• Lead continuous improvement initiatives – tools, automation, workflow redesign, staff development.

Requirements

• High School Diploma
• 3+ years of call center or contact center supervisory/management experience.
• Proven experience overseeing inbound and/or outbound call workflows, preferably in high-volume or service industry environments.
• Strong analytical skills: comfortable with metrics, dashboards, trend analysis, and using data to drive decisions.
• Excellent leadership, communication, and coaching skills – able to motivate and hold a team accountable.
• Tech‑savvy: experience with call center software (Service Titan), CRM systems, and workforce management tools.
• Comfortable working in a fast-paced, dynamic service environment with shifting priorities.

Benefits & Perks

• Health Plan
• Dental Plan
• Vision Service Plan
• Company-paid emergent medical transport program (Oregon Only)
• Life Insurance
• 401K with company match
• Paid Time Off

“We like what we do, and you will too!”

We are an equal opportunity employer and prohibit discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Pre-employment screening includes a background check, Motor Vehicle Record (MVR) report for certain positions, and drug screening – excluding THC (THC is permitted for recreational use only; workplace drug policies apply during shifts and on company premises).

This employer participates in E-Verify and will submit your Form I-9 information to the federal government to verify your authorization to work in the U.S. If E-Verify is unable to confirm your work authorization, the employer is required to provide you with written instructions and an opportunity to contact the Department of Homeland Security (DHS) or the Social Security Administration.