Call Center Manager

Yellowstone Local is proud to represent The Perfect Light, an industry leader in professional lighting.

If you're the kind of person who thrives in fast-paced environments, loves coaching teams, and knows how to create order in the chaos of a high-volume call center, this is your shot to lead something special.

What's in it for You?

• Competitive Pay: $60,000 - $80,000 annually

• Schedule: Full-time, exempt | On-site in Houston, TX

• Growth Opportunities: Be part of a fast-scaling, multi-region company

• Stability & Support: Join a 20+ year legacy company with modern ambitions

• Industry Advantage: Work in a booming field, lighting, electrical, and seasonal installations

Why You’ll Love It Here

• Leadership Role: You’ll build and run the engine that connects customers to the field, no micromanaging, just real responsibility.

• Culture of Excellence: You’ll join a team that’s not afraid to raise the bar and expects the same from its leaders.

• People-Centered: You’ll develop, coach, and mentor a growing team, not just manage KPIs.

• Strategic Impact: You won’t just manage calls, you’ll shape the operational standards that fuel long-term success.

• Collaboration-Driven: You'll work alongside Field Ops, Warehouse, Purchasing, and senior leaders to ensure smooth, high-performance workflows.

Your New Role

Located in Houston, TX, this role reports directly to the Electrical & Lighting Service Manager. You’ll lead the Contact Center team, drive scheduling and dispatch discipline, and safeguard every customer touchpoint with precision and professionalism. You’ll have a front-row seat to growth, and a hand on the steering wheel.

What You’ll Do: A day and week in the life

• Lead Contact Center Operations: Oversees daily customer call flow, job booking accuracy, and dispatch board management to ensure that inquiries, service requests, and work orders are handled with speed and professionalism.

• Manage Scheduling & Dispatch Execution: Directs scheduling of licensed electricians and project resources, balancing capacity, geography, job type, and timing to maximize productivity and minimize downtime or rescheduling.

• Build Process Discipline & Standardization: Creates and maintains clear procedures, scripts and quality standards. Establishes reliable workflows for intake, scheduling, confirmations, follow-ups, and escalation handling.

• Develop & Coach Team Capability: Provides ongoing training, observation, and performance feedback to CCRs/Dispatchers. Reinforces service excellence, communication awareness, accurate data entry, and accountability for outcomes.

• Safeguard the Customer Experience: Responds to escalated issues with calm, judgment, and solutions focus. Ensures customer concerns are addressed quickly and professionally, protecting trust and mitigating churn.

• Drive Operational Improvements: Reviews dashboards, call metrics, booking data, technician utilization, and trends. Identifies gaps, recommends improvements and partners with leadership on capacity planning.

Hiring Expectations: Apply today, complete a quick phone screening, and get ready for an interview with our team to discuss your goals and experience.

• 3–5 years of experience in a service call center, dispatch team leadership, or high-volume customer service operation

• Proven track record in scheduling, dispatch, or workforce coordination

• Strong leadership and coaching skills

• Tech-savvy with a comfort level using platforms like ServiceTitan or similar

• Exceptional problem-solving and decision-making under pressure

• Excellent communication and customer service instincts

• Ability to work on-site in Houston, TX

Bonus Experience (Not required but helpful):

• Background in home services (Electrical, HVAC, Plumbing)

• Bilingual (English/Spanish) proficiency

The Perfect Light is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status. #yellow