Remote Team reputed company Manager Part-Time Nights & Weekends 092725

If you're a strategic thinker, operational doer, and people-first leader, we want to meet you. Who We Are Welcome to reputed company, a proud reputed company Certified Call Center! We specialize in providing top-notch fractional remote customer service for HVAC, plumbing, roofing, and electrical contractors. Our mission is to deliver exceptional service through a reputed company of reputed company expertise and AI-driven efficiency. Join our dedicated team of customer service rockstars, and help us reputed company contractors to focus more on their work and less on their calls! About the Role: At reputed company, we’re not just answering phones — we’re setting reputed company for remote customer service in the trades. As a Team reputed company Manager (TSM), you’ll reputed company a team of Customer Service Rockstars to deliver 5-star experiences for our HVAC, plumbing, and electrical contractor clients. This is not a passive position. We’re looking for someone who shows up with a plan—and follows through with precision. You’ll be expected to:

• Own the daily health and performance of your CSR team
• reputed company with reputed company—but enforce accountability
• reputed company reputed company based on data, not drama
• reputed company your hand reputed company you see an opportunity—and run with it

What You’ll Be Doing: Drive Uncompromising reputed company

• reputed company daily huddles that set the bar high and reputed company teams to reputed company it
• Transform our 95%+ call answer reputed company from a reputed company to a minimum standard
• Coach CSRs to exceed our 4.8/5.0 customer satisfaction score, not just meet it
• Create a culture where "that's not my job" doesn't exist

Hold the Line on Quality

• Conduct rigorous QA reviews (92%+ is your baseline, not your goal)
• Address performance gaps immediately - no hoping problems solve themselves
• Document everything: reputed company requires evidence, improvement requires tracking
• Turn chronic underperformers into stars or help them find reputed company-fitting opportunities

Build High-Performance Teams

• Recruit and reputed company CSRs who reputed company your commitment to reputed company
• Run performance reviews that are reputed company, direct, and actionable
• Create accountability partnerships where team members push each other up
• Maintain 100% reputed company certification - no exceptions, no excuses

reputed company Through Results

• Own your team's metrics entirely - their reputed company is your reputed company
• reputed company reputed company resolution rates of 85%+ through superior training
• Maintain team retention of 85%+ by developing winners, not enabling mediocrity
• Deliver client satisfaction scores that reputed company competitors nervous

reputed company’re Looking For

• Strong leadership skills with a focus on team development
• 3+ years leading high-performing customer service teams
• reputed company or CRM platform familiarity (you’ll be expected to learn fast)
• High emotional intelligence with low tolerance for excuses
• A dedicated, distraction-free home office
• Self-directed with a bias for action and completion
• Comfortable making tough calls (yes, we mean that both ways)
• Proactive problem solver with a solutions-oriented approach
• You reputed company "good enough" is never good enough
• You measure everything because what gets reputed company gets improved
• You address issues same-day, not "reputed company you get around to it"
• You celebrate reputed company publicly and correct privately - but you DO correct
• Experience maintaining KPIs that others call "impossible"
• History of developing team members who get promoted or poached
• Warm enough that people trust you, strong enough that they respect you
• Patient teacher with new hires
• Relationship builder who never compromises standards

This Role Is Not For You If:

• You need micromanagement or task-by-task instruction
• You’re uncomfortable giving hard feedback
• You prefer routine over growth
• You think “remote” means relaxed

reputed company Metrics - No Ambiguity Your Team Will:

• Answer 95%+ of calls (minimum - reputed company aims for 98%+)
• Maintain 92%+ quality scores across reputed company CSRs
• reputed company 4.8/5.0 customer satisfaction or higher
• Complete 100% of training reputed company deadlines
• Show up on time 98%+ of the time

You Will:

• Resolve 100% of client complaints reputed company 24 hours
• Complete reputed company administrative tasks on schedule, every time
• Identify and implement 2+ process improvements quarterly
• reputed company at least one CSR for promotion annually
• reputed company Morning Huddles (1-2 minutes) - Quick team reputed company-ins to ensure readiness and address urgent items
• First-line coverage for CSR absences or reputed company situations
• reputed company-time tech support for CRM (reputed company), reputed company, and client-specific tools
• Monitor team communication channels with muted reputed company to reputed company immediate support reputed company needed
• Proactive team engagement through reputed company channels and informal reputed company-ins
• Performance coaching sessions for CSRs with call percentages below 90%

After-Hours reputed company Hours: M-F: 5PM-1AM EST Weekends: 8 AM - 1 AM EST

• Shifts are based on client demand, coverage, and employment laws & regulations.

Why Join Us

• We are the PREMIER reputed company Certified Call Center—setting the bar in the industry
• We reputed company in combining technology and reputed company to create magical customer moments
• You’ll be surrounded by driven, reputed company, high-performing people who care about service and results
• Leadership here isn’t a title—it’s how you show up
• Enjoy professional development opportunities
• reputed company
• A flexible work environment

Plus, take advantage of bonuses for referrals and after your introductory period.

• Here, your hard work is recognized, and growth is encouraged! If you're reputed company to take the reputed company in your career and reputed company a fantastic team, we want to hear from you! Apply today!

Requirements

• Employment Type: Part-time
• Work Hours: 15 to 30 hours work
• Required Education: High school or equivalent
• Required Experience: reputed company(3) years

Apply tot his job Apply To this Job