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?

• Pay: $60,000–$80,000 per year

• Schedule: Full-time, 40 hours per week, and on-site in Rowlett, TX

• Growth opportunities with a fast-scaling, multi-region company

• Stability and support from a 20+ year legacy company with a forward-thinking mindset

• Be part of a booming industry; lighting, electrical, and seasonal installations

Why You’ll Love It Here

• Leadership role with real authority and responsibility, no micromanaging

• Culture of excellence with high standards and team accountability

• People-centered environment focused on coaching and developing team members

• Strategic influence on operations and long-term customer service success

• Collaboration across departments including Field Ops, Warehouse, and senior leadership

Your New Role

Located in Rowlett, TX, you’ll lead the Contact Center team and report directly to the Electrical & Lighting Service Manager. You’ll manage call flow, dispatch strategy, and scheduling while building systems that ensure a premium customer experience every time.

What You’ll Do

• Oversee daily call center operations including call flow, job booking, and dispatch board management

• Lead scheduling of licensed electricians and project resources, maximizing field efficiency

• Build and maintain standard operating procedures, call scripts, and quality standards

• Train, coach, and hold Contact Center Representatives and Dispatchers accountable

• Handle escalated customer issues with professionalism and quick resolution

• Monitor KPIs, dashboards, and technician utilization to identify performance gaps

• Recommend process improvements and partner with leadership on operational 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 or dispatch leadership role

• Experience in the home services industry (Electrical, HVAC, and/or Plumbing)

• Proven success in scheduling, dispatching, or workforce coordination

• Strong leadership and coaching capabilities

• Must have experience using ServiceTitan software

• Excellent decision-making and problem-solving skills under pressure

• Strong communication skills and a service-first mindset

• Must be able to work on-site in Rowlett, TX

Bonus Experience (Not Required)

• Bilingual in English and Spanish

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