Are you looking for stability and growth? Would you thrive in a small business environment while benefiting from being part of an extensive network of companies with decades of success? Do you want to lead in a recession-resistant, essential industry and make a significant impact? 

If yes, this opportunity might be perfect for you! 

As the Call Center Manager, you will spearhead strategic call center initiatives, bringing your experience, analytical expertise, and passion for delivering outstanding customer service. You’ll identify and implement solutions to optimize call center performance, improve workflows, and enhance customer experiences. 

You will lead a team of ~50 Customer Service Representatives (CSRs) driving critical performance metrics such as average speed to answer, service levels, and abandon rates. Additionally, you’ll oversee revenue-generating activities, including appointment booking, overcoming objections, and expanding membership plans. 

This role requires a balance of strategic thinking, project management, and a people-first mindset. You'll foster a high-performing team culture, ensuring continuous improvement and exceptional results. 

Key Responsibilities 

• Manage all day-to-day activities and functions of the call center. 

• Coach and develop on-site and remote CSRs through regular training and feedback sessions. 

• Drive performance to meet and exceed call center and sales KPIs. 

• Analyze CSR and team performance data, implementing improvements with a continuous improvement mindset. 

• Develop and execute new processes to enhance productivity and customer experience. 

• Recruit, hire, and onboard CSRs to align with company goals. 

• Resolve and de-escalate complex customer concerns beyond CSR capabilities. 

Qualifications 

• 5+ years of call center leadership experience required or an equivalent combination of education and experience. 

• Sales leadership experience preferred. 

• Strong understanding of call center operations and KPIs. 

• Effective analytical, project management, and time management skills. 

• High attention to detail and commitment to quality. 

• Excellent communication and interpersonal skills with the ability to coach and develop others. 

• Experience with call center technologies, including telephony, workforce management, and quality assurance systems (Five9 preferred). 

• Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint). 
• Willingness to work onsite in Kansas City, MO.

Why Join Us? 

At Apex Service Midwest, you’ll play a pivotal role in a thriving, recession-resistant industry with the support of a trusted network of companies and professionals. This position offers the opportunity to lead impactful initiatives, drive team success and make a lasting difference for customers. 

If you’re ready to bring your expertise to a dynamic and growth-focused environment, apply today!