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911 Center Manager Jobs (NOW HIRING)

Walter Danley

Call Center Manager (On-Site)

Monroe, NJ · On-site

$100K/yr

Overview Call Center Manager (Onsite - Monroe, NJ) Position Summary Danley 911 Home Services has been serving New Jersey homeowners for over 100 years, providing trusted heating, cooling, plumbing ...

Walter Danley

Call Center Manager (On-Site)

Monroe, NJ

$70K - $100K/yr

Call Center Manager (Onsite - Monroe, NJ)Position Summary Danley 911 Home Services has been serving New Jersey homeowners for over 100 years, providing trusted heating, cooling, plumbing, electrical ...

Walter Danley

Call Center Manager (On-Site)

Monroe, NJ · On-site

OverviewCall Center Manager (Onsite - Monroe, NJ)Position Summary Danley 911 Home Services has been serving New Jersey homeowners for over 100 years, providing trusted heating, cooling, plumbing ...

European Wax Center

Assistant Center Manager

Sandusky, OH · On-site

$16/hr

Grow into more. 911 Crossings Rd, Sandusky, OH 44870 · In-Person · Full-Time · Competitive Pay ... As an Assistant Center Manager at European Wax Center, you're the heartbeat of the floor. You coach ...

Athari

Systems Consultant

Philadelphia, PA · Hybrid

... management. The position is responsible for the daily operations and maintenance of the various computer services and platforms supporting PPD's 911 center's daily operations. Remote work is limited ...

Ada County, ID

911 Communications Dispatcher

Boise, ID · On-site

$25.86 - $26.93/hr

Dispatch Center, 945 E. Pine Ave., Meridian, ID Job Type: Full-Time with Benefits Job Number: 03016 ... Candidates selected by hiring managers will be assigned to a background investigator. Background ...

Ada County

911 Communications Dispatcher (LATERAL)

Boise, ID · On-site

$28.61 - $36.50/hr

... center that provides law enforcement, medical, and fire dispatch services, and must hold a STATE ... Candidates selected by hiring managers will be assigned to a background investigator. Background ...

3B Staffing LLC

Facilities Engineer

Washington, DC · On-site

Supports by monitoring, managing, & optimizing the 911 data center's physical infrastructure. Provides expertise to redesign the 911 data center/RF antenna sites as required based on industry ...

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911 Center Manager information

See salary details

$30.5K

$58.6K

$99K

How much do 911 center manager jobs pay per year?

As of Sep 7, 2026, the average yearly pay for 911 center manager in the United States is $58,553.00, according to ZipRecruiter salary data. Most workers in this role earn between $45,000.00 and $66,500.00 per year, depending on experience, location, and employer.

What does a 911 center manager do?

A 911 Center Manager oversees the daily operations of an emergency communications center, ensuring efficient and effective response to emergency calls. They supervise staff, manage schedules, implement policies and procedures, and coordinate with local law enforcement, fire, and medical agencies. Additionally, they are responsible for training personnel, maintaining communication systems, and ensuring compliance with regulations. Their leadership is critical in maintaining the reliability and performance of emergency response services.

What are the key skills and qualifications needed to thrive as a 911 center manager, and why are they important?

To thrive as a 911 Center Manager, you need strong leadership, crisis management abilities, and a background in emergency communications, often supported by certifications like APCO or NENA and supervisory experience. Familiarity with Computer-Aided Dispatch (CAD) systems, radio communication technology, and emergency protocols is essential. Exceptional decision-making, communication, and conflict resolution skills set top managers apart in high-pressure environments. These competencies ensure effective emergency response operations, team performance, and public safety under demanding conditions.

What are some common challenges faced by a 911 center manager, and how can they be addressed?

A 911 Center Manager often faces challenges such as maintaining staff morale during high-stress situations, ensuring adequate staffing coverage for 24/7 operations, and managing rapidly evolving technology systems. To address these, effective managers focus on providing ongoing training, encouraging open communication, and implementing wellness programs to support staff well-being. Staying current with industry standards and fostering a collaborative team environment also help ensure the center runs smoothly and efficiently.

What is the difference between 911 Center Manager vs 911 Dispatcher?

Aspect911 Center Manager911 Dispatcher
Primary RoleOversees operations, manages staff, ensures protocol complianceResponds to emergency calls, provides assistance, dispatches responders
Required CertificationsEmergency dispatch certification, management trainingEmergency dispatch certification, CPR/First Aid
Work EnvironmentOffice setting within a public safety communications centerEmergency call-taking environment, often shift-based
Typical EmployerPublic safety agencies, emergency communication centersPublic safety agencies, police/fire/EMS dispatch centers

The main difference is that a 911 Center Manager oversees the entire dispatch operation, focusing on management and coordination, while a 911 Dispatcher handles emergency calls directly, providing immediate assistance and dispatching responders. Both roles require specialized certifications and work within the same environment, but their responsibilities differ significantly.

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What cities are hiring for 911 Center Manager jobs?

Cities with the most 911 Center Manager job openings:

What states have the most 911 Center Manager jobs?

States with the most job openings for 911 Center Manager jobs include:

What job categories do people searching 911 Center Manager jobs look for?

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911 Center Manager jobs near you
Infographic showing various 911 Center Manager job openings in the United States as of August 2026, with employment types broken down into 87% Full Time, 12% Part Time, and 1% Contract. Highlights an 87% Physical, 2% Hybrid, and 11% Remote job distribution, with an average salary of $58,553 per year, or $28.2 per hour.

Call Center Manager (On-Site)

Walter Danley

Monroe, NJ • On-site

$100K/yr

Full-time

Re-posted 22 days ago

Job description

Overview
Call Center Manager (Onsite - Monroe, NJ)
Position Summary
Danley 911 Home Services has been serving New Jersey homeowners for over 100 years, providing trusted heating, cooling, plumbing, electrical, generator, and home comfort solutions. As a family-owned company built on quality workmanship, exceptional customer service, and technical expertise, Danley 911 delivers comprehensive home services that help keep homes safe, comfortable, and running smoothly year-round.
The Call Center Manager is responsible for leading the daily performance, productivity, and development of contact center agents while ensuring an outstanding customer experience. This onsite role provides coaching, performance management, workforce oversight, and escalated customer support, while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations teams to drive booking performance, lead conversion, maintenance plan growth, and operational excellence across Danley 911's home services business.
Key Responsibilities
Team Leadership & Performance Management
  • Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, maintenance plan engagement, and revenue generation.
  • Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
  • Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
  • Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
  • Support onboarding and training of new hires while reinforcing Danley 911's customer-first culture.
Customer Experience & Escalation Management
  • Manage escalated customer concerns and ensure timely, professional resolution.
  • Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
  • Review customer feedback, surveys, and maintenance plan-related interactions to enhance the overall customer experience.
  • Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.
Contact Center Operations
  • Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
  • Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
  • Assign and maintain agent skill groups and routing configurations.
  • Generate and analyze daily, weekly, and monthly operational reports.
  • Track and communicate key performance metrics to leadership.
Cross-Functional Partnership
  • Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness across HVAC, Plumbing, Electrical, Generator, and Home Services operations.
  • Support coordination between the contact center and field teams to ensure seamless customer experiences.
  • Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.
Administrative & Compliance Responsibilities
  • Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
  • Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
  • Maintain accurate documentation related to coaching, performance management, and employee development.
  • Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.
What We're Looking For
  • Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
  • Strong coaching, communication, and employee development skills.
  • Experience managing KPIs, service levels, conversion metrics, and quality performance.
  • Ability to analyze operational data and drive continuous improvement.
  • Strong problem-solving and escalation management capabilities.
  • Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
  • Ability to thrive in a fast-paced, high-volume service organization.
  • HVAC, Plumbing, Electrical, Generator Services, Home Services, Retail Services, Skilled Trades, or Related Industry experience preferred.
Success Measures
  • Service Level Achievement
  • Appointment Booking & Conversion Rates
  • Customer Satisfaction (CSAT)
  • Quality Assurance Scores
  • Maintenance Plan Performance & Retention
  • Agent Productivity, Utilization & Adherence
  • Attendance, Engagement & Retention
  • Escalation Resolution Effectiveness
  • Coaching & Employee Development Outcomes
  • Payroll Accuracy & Operational Compliance
Work Location
Onsite - Monroe, NJ (Danley 911 Home Services Headquarters)
Join a trusted New Jersey home services leader and play a key role in delivering exceptional customer experiences while supporting the continued growth and success of Danley 911's Heating, Cooling, Plumbing, Electrical, and Generator services.
Danley 911 may conduct a pre-employment background check and drug test, subject to applicable law.
Posted Min Pay Rate
USD $70,000.00/Yr.
Posted Max Pay Rate
USD $100,000.00/Yr.

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