Call Center Performance Manager Jobs in Illinois

Arlington Heights, IL

At S&J Plumbing, every customer relationship starts with a phone call. We’re looking for a high-performing Call Center & Sales Manager who can lead, coach, and develop a team that consistently converts opportunities into booked appointments, delivers exceptional customer experiences, and drives company growth.

This is more than a management position—it’s a sales leadership role. You’ll be responsible for creating a high-performance culture focused on customer experience, conversion rates, revenue growth, and operational excellence.

If you’re passionate about leadership, sales, coaching, and building winning teams, we’d love to meet you.

• $100,000–$140,000 annually, based on experience and qualifications

• Performance bonus opportunities

• 100% paid Medical, Dental & Vision Insurance for you and your family

• 401(k) with 5% company match

• Paid Time Off and paid holidays

• Weekly pay

• Paid training and professional development

• Leadership growth opportunities

• Direct access to company leadership

• Opportunity to build and lead a high-performing sales and customer experience team

• Stable, growing company with long-term career opportunities

As our Call Center & Sales Manager, you’ll lead the customer service, dispatch, and AI-powered communication systems that help turn every customer call into an opportunity to earn trust, book appointments, and grow the business.

• Lead and train Customer Service Representatives on proven sales and call-conversion techniques

• Coach CSRs on how to sell S&J Plumbing as the right partner for customers

• Create a culture focused on maximizing booking rates, customer satisfaction, and revenue growth

• Train team members on consultative communication, objection handling, and relationship-building skills

• Monitor sales performance and conversion metrics to identify opportunities for improvement

• Develop strategies to increase booked appointments and overall call center performance

• Ensure every inbound call is treated as an opportunity to earn the customer’s trust and business

• Lead, coach, and develop customer service representatives and dispatch personnel

• Inspire both personal and professional growth within the team

• Create a culture of accountability, excellence, and continuous improvement

• Help employees understand how their individual contributions impact company success

• Conduct regular performance reviews, coaching sessions, and training meetings

• Formalize a cost-effective, measurable coaching and training platform

• Establish, monitor, and improve weekly company KPIs and weekly call center KPIs

• Track booking percentage, conversion rates, abandoned calls, response times, revenue generated, and customer satisfaction metrics

• Build scorecards and reporting systems that create accountability and measurable results

• Use performance data to drive coaching, training, staffing, and operational decisions

• Present performance updates and recommendations to leadership

• Manage dispatch to ensure the right technicians are matched to the right jobs

• Ensure exceptional customer service and customer satisfaction at every touchpoint

• Become an expert in the local market, customer needs, and service expectations

• Ensure sufficient staffing levels to support business demand and seasonal spikes

• Collaborate with leadership to improve operational efficiency and customer experience

• Identify process improvements that increase productivity, booked calls, and customer satisfaction

• Monitor, train, and continuously improve AI-powered customer service agents

• Review AI conversations and performance metrics to ensure strong customer experiences

• Optimize AI workflows, scripts, and escalation processes

• Ensure AI systems support company goals while maintaining a high standard of customer care

• Be available 24/7 to support escalated after-hours calls when needed

• Oversee after-hours call handling processes

• Ensure emergency calls and high-priority customer needs are addressed promptly

• Continuously improve after-hours procedures to maximize customer satisfaction and booking opportunities

• Previous call center management, customer service leadership, sales management, or dispatch management experience

• Proven ability to coach, develop, and inspire high-performing sales and customer service teams

• Strong understanding of sales processes, call conversion, and customer experience management

• Ability to drive team performance and achieve business goals and objectives

• Experience managing KPIs, scorecards, and performance accountability systems

• Experience creating and implementing training programs

• Ability to leverage technology, automation, and AI tools to improve operational performance

• Strong analytical mindset with the ability to make data-driven decisions

• Excellent leadership, communication, and presentation skills

• Comfortable holding team members accountable while developing their skills

• Detail-oriented, highly organized, and able to multitask in a fast-paced environment

• Proficient with Microsoft Office, including Excel, Word, and PowerPoint

• Experience with CRM, call center, or dispatch software preferred

• Experience in home services, plumbing, HVAC, electrical, or related service industries preferred

At S&J Plumbing, our culture is built on four core values:

• Integrity – We do the right thing, every time

• Professionalism – We show up prepared and perform at a high level

• Accountability – We own our actions and results

• Family – We support our team and treat customers like our own

We’re not a private equity roll-up. We’re a locally run company that believes in investing in people, building strong teams, and making decisions for long-term success—not short-term profits.

As our Call Center & Sales Manager, you’ll lead one of the most important departments in the company. Every lead, every opportunity, and every customer relationship begins with your team.

You’ll have a direct impact on revenue growth, customer experience, team development, operational performance, and the future direction of the company. This is an opportunity to build systems, develop people, leverage cutting-edge AI technology, and create a world-class customer experience operation within a fast-growing organization.

If you’re ready to lead a team, drive performance, and build something special, apply today.

S&J Plumbing is an Equal Opportunity Employer

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