Customer Service Manager

Call Center Manager Location Boxborough, MAJoin the Heritage Legacy — Lead with PurposeHeritage Home Service is seeking a Call Center Manager who thrives in a dynamic environment, leads with purpose, and knows how to build a results-driven team culture. We believe exceptional customer experiences begin with inspired teams and bold leadership. If you're ready to make an impact, we want to hear from you.ResponsibilitiesLead, coach, and develop a high-performing team of 10+ customer service representativesMonitor call metrics and performance reports to guide coaching and improve resultsFoster a culture of adaptability, clear communication, and continuous improvementConduct call reviews, 1-on-1 coaching, and goal setting sessionsPerform employee evaluations and implement corrective actions as neededHost team meetings and communicate company updatesPartner with other departments for streamlined daily operationsResolve escalated customer issues efficiently and professionallyManage scheduling and administrative documentationQualifications2-5 years of experience in Customer Service, Call Center, or DispatchMinimum of 3 years in management or supervisory roles (call center preferred)Strong problem-solving skills and a proactive mindsetAbility to adapt quickly in a fast-paced, ever-changing environmentExperience using reporting tools and metrics to drive performanceExcellent communication and leadership skillsProven experience managing and developing teams of 8 or moreHighly organized and capable of managing schedules, priorities, and KPIsFlexible availability to meet business needsCompensation $100,000 - $110,000 annually, based on experienceBenefits & PerksCompany-paid Medical, Dental, and Vision Insurance401(K) with company matchingPaid Time Off and Holiday PlanCompany-provided Life & Disability InsuranceApply Today!At Heritage Home Service, we don’t just offer jobs—we build careers. Join our team and help us redefine customer care in home services across Massachusetts!