Job Posting Customer Service Manager

Call Center Manager

Location: Boxborough, MA
Join the Heritage Legacy — Lead with Purpose!
At Heritage Home Service, we believe that outstanding customer experiences start with empowered teams and strong leadership. We're looking for a Call Center Manager who thrives in afast-paced environment, inspires performance, and is passionate about developing people and driving results.
If you're a strategic leader who combines operational excellence with a people-first mindset — this is your opportunity to make a meaningful impact.
What You'll Do
As our Call Center Manager, you will lead the daily operations and performance of a dynamic customer service team while continuously improving processes and results.
Leadership & Team Development
Lead, coach, and develop a team of 10+ customer service representatives
Conduct regular 1:1 coaching sessions, performance reviews, and development planning
Build a culture of accountability, engagement, and continuous improvement
Motivate teams to achieve and exceed key performance metrics
Performance & Operations Management
Monitor and analyze KPIs, call metrics, and performance reports to drive results
Conduct call reviews and provide actionable feedback to enhance service quality
Oversee scheduling, staffing, and daily operational workflows
Identify trends and implement process improvements to increase efficiency and customer satisfaction
Cross-Functional Collaboration & Customer Experience
Partner with internal departments to ensure seamless operations
Handle and resolve escalated customer concerns with professionalism and urgency
Communicate updates, initiatives, and expectations clearly across the team
Lead team meetings that inform, align, and inspire
What You Bring
3+ years of leadership experience in a call center or customer service environment
5+ years total experience in customer service, call center, or dispatch roles
Proven ability to manage, coach, and scale teams of 8+ employees
Strong analytical mindset with experience using data and reporting tools to drive performance
Excellent communication, problem-solving, and decision-making skills
Ability to thrive in a fast-paced, evolving environment
Highly organized with strong time management and prioritization skills
Flexible and adaptable to business needs
Benefits & Perks:
Company-paid Medical, Dental, and Vision Insurance
401(K) with company matching
Paid Time Off and Holiday Plan
Company-provided Life & Disability Insurance
Compensation: $90,000 – $120,000 annually (based on experience & bonus potential)
Apply Today!
At Heritage, you'll join a company that values leadership, invests in its people, and is committed to redefining customer care in the home services industry.