Call Center Manager – Home Services

Apex Service Partners

Call Center Manager overseeing call center operations for Apex Service Partners in Illinois and Wisconsin. Driving strategic initiatives to enhance customer service and team performance.

Posted 5/22/2026full-timeOak Brook • Illinois, Wisconsin • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee day-to-day call center operations supporting Illinois and Wisconsin markets.
Lead and manage an in-office team based in Oak Brook, IL.
Develop and implement processes to enhance the customer experience and operational efficiency.
Identify staffing needs; recruit, hire, and onboard Customer Service Representatives (CSRs).
Forecast call volume trends based on seasonality (e.g., weather patterns) to ensure proper staffing.
Manage processes across multiple lead channels, ensuring timely and effective follow-up.
Build and maintain a high-performing, engaged team culture that improves Employee Net Promoter Score (eNPS).
Foster a positive environment by incorporating engaging and team-building activities into the workplace.
Train, coach, and manage CSRs to deliver high performance.
Ensure achievement of key performance indicators (KPIs), including: Average Speed to Answer (ASA), Booked per Call, % Abandonment, % Overflow, Membership sales.
Manage CSR scorecards and continuously refine KPIs to drive both service quality and revenue growth.
Resolve and de-escalate complex customer concerns beyond CSR scope.
Review and optimize processes for handling customer escalations.
Partner with General Managers and stakeholders to ensure timely resolution and drive first-call resolution wherever possible.
Lead change management initiatives to support adoption of new processes, technologies, and service strategies.
Collaborate with cross-functional teams to implement and optimize improvements within the contact center.
Analyze performance data and customer trends to recommend actionable improvements.
Design innovative call flows and overflow strategies.
Identify and execute revenue-generating opportunities within the contact center.

Requirements

What you’ll need

Minimum of 4 years of call center leadership experience.
Must be based in or willing to work in Oak Brook, IL.
Ability to travel periodically within Illinois and Wisconsin as needed.
Strong organizational, communication, and stakeholder management skills.
Proven ability to guide teams through change while maintaining morale and performance.
Preferred Qualifications: Experience with ServiceTitan and/or the home services industry.
Experience with AI tools and contact center technologies.

Benefits

Comp & perks

Competitive Base Salary + Performance-Based Bonus Opportunities
Medical, Dental & Vision Insurance Options – including plans with no cost to employees
401(k) with Company Match (up to 4%) to support your financial future
Paid Time Off & Company Holidays to maintain a healthy work-life balance
Stable Growth Opportunity – join a thriving company in a recession-resistant industry

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center operationsstaffing needs assessmentperformance data analysisKPI managementcustomer escalation resolutionchange managementprocess optimizationrevenue generation strategiesteam training and coachingforecasting call volume trends

Soft Skills

leadershiporganizational skillscommunication skillsstakeholder managementteam buildingmorale maintenanceproblem-solvingcollaborationemployee engagementcustomer service orientation