The Sterling Group
Call Center Manager, Overhead Garage Door
The Sterling Group, Fort Worth, Texas, United States, 76102
Call Center Manager, Overhead Garage Door
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Call Center Manager, Overhead Garage Door
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The Sterling Group Overview
OGD Overhead Garage Door is a premier garage door repair, installation, and replacement company serving communities across the country. We are a fully licensed and insured company offering comprehensive commercial and residential services, as well as a wide selection of products to suit any customer’s needs. We service and repair all makes and models and stock a large selection of parts in our own store. Responsibilities
Performance & KPIs Develop and monitor daily call center metrics, including call types, booking rate, abandonment rate, and handling times. Track and report on daily, weekly, and monthly performance. Identify trends, staffing needs, and process improvements using call analytics. Customer Experience & Quality Ensure every customer call reflects professionalism, empathy, and a solutions-driven approach. Review recorded calls for quality assurance and consistency with company standards. Resolve escalated customer issues and complaints in a timely, customer-first manner. Recruit, train, and supervise customer service representatives. Develop performance scorecards and incentive programs focused on booking efficiency and revenue per booking. Provide ongoing coaching and training on sales, booking techniques, and customer care. Equip staff with tools and scripts to improve booking rate and revenue per job and ensure smooth customer handoffs to technicians. Process & Collaboration Leverage AI-driven phone frameworks to streamline call routing, booking, and scheduling. Partner with operations to ensure technician capacity is aligned with booked jobs. Collaborate with marketing to balance lead generation with service availability. Provide feedback to leadership to optimize AI tools, staffing plans, and call flows. Required Qualifications
3+ years of call center management or supervisory experience. Experience working with AI-driven phone systems for call routing, customer interactions, and booking. Skilled in balancing automation with live agent support to optimize the customer experience. Proven track record of meeting or exceeding KPI targets (conversions, abandonment, service quality, etc). Experience handling employee turnover and hiring new agents. Strong leadership, coaching, and team development skills. Excellent communication and conflict-resolution skills. Ability to thrive in a fast-paced, customer-focused service environment. Ability to commute daily to Fort Worth, Texas. Preferred Qualifications
Experience with Genesys and Invoca. Certifications related to call center management. Seniority level
Mid-Senior level Employment type
Full-time Job function
Strategy/Planning and Information Technology Industries
Venture Capital and Private Equity Principals Referrals increase your chances of interviewing at The Sterling Group by 2x Sign in to set job alerts for “Call Center Manager” roles.
Fort Worth, TX $75,000.00-$95,000.00 5 days ago Fort Worth, TX $50,000.00-$70,000.00 7 months ago Fort Worth, TX $97,327.00-$126,720.00 2 weeks ago Irving, TX $54,300.00-$65,000.00 1 week ago Customer Service & E-Commerce Team Leader (Customer Service, In-Store Shopper Department Manager) Irving, TX $85,000.00-$100,000.00 1 week ago Haslet, TX $75,000.00-$80,000.00 2 weeks ago Senior Manager - Contact Center Operations
Coppell, TX $80,000.00-$100,000.00 1 month ago Team Manager Existing Customer Operations
Fort Worth, TX $55,000.00-$85,000.00 22 hours ago North Richland Hills, TX $13.00-$15.00 3 weeks ago Fort Worth, TX $58,656.00-$71,000.00 2 days ago Client Service Manager- TX Based (Remote)
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Join to apply for the
Call Center Manager, Overhead Garage Door
role at
The Sterling Group Overview
OGD Overhead Garage Door is a premier garage door repair, installation, and replacement company serving communities across the country. We are a fully licensed and insured company offering comprehensive commercial and residential services, as well as a wide selection of products to suit any customer’s needs. We service and repair all makes and models and stock a large selection of parts in our own store. Responsibilities
Performance & KPIs Develop and monitor daily call center metrics, including call types, booking rate, abandonment rate, and handling times. Track and report on daily, weekly, and monthly performance. Identify trends, staffing needs, and process improvements using call analytics. Customer Experience & Quality Ensure every customer call reflects professionalism, empathy, and a solutions-driven approach. Review recorded calls for quality assurance and consistency with company standards. Resolve escalated customer issues and complaints in a timely, customer-first manner. Recruit, train, and supervise customer service representatives. Develop performance scorecards and incentive programs focused on booking efficiency and revenue per booking. Provide ongoing coaching and training on sales, booking techniques, and customer care. Equip staff with tools and scripts to improve booking rate and revenue per job and ensure smooth customer handoffs to technicians. Process & Collaboration Leverage AI-driven phone frameworks to streamline call routing, booking, and scheduling. Partner with operations to ensure technician capacity is aligned with booked jobs. Collaborate with marketing to balance lead generation with service availability. Provide feedback to leadership to optimize AI tools, staffing plans, and call flows. Required Qualifications
3+ years of call center management or supervisory experience. Experience working with AI-driven phone systems for call routing, customer interactions, and booking. Skilled in balancing automation with live agent support to optimize the customer experience. Proven track record of meeting or exceeding KPI targets (conversions, abandonment, service quality, etc). Experience handling employee turnover and hiring new agents. Strong leadership, coaching, and team development skills. Excellent communication and conflict-resolution skills. Ability to thrive in a fast-paced, customer-focused service environment. Ability to commute daily to Fort Worth, Texas. Preferred Qualifications
Experience with Genesys and Invoca. Certifications related to call center management. Seniority level
Mid-Senior level Employment type
Full-time Job function
Strategy/Planning and Information Technology Industries
Venture Capital and Private Equity Principals Referrals increase your chances of interviewing at The Sterling Group by 2x Sign in to set job alerts for “Call Center Manager” roles.
Fort Worth, TX $75,000.00-$95,000.00 5 days ago Fort Worth, TX $50,000.00-$70,000.00 7 months ago Fort Worth, TX $97,327.00-$126,720.00 2 weeks ago Irving, TX $54,300.00-$65,000.00 1 week ago Customer Service & E-Commerce Team Leader (Customer Service, In-Store Shopper Department Manager) Irving, TX $85,000.00-$100,000.00 1 week ago Haslet, TX $75,000.00-$80,000.00 2 weeks ago Senior Manager - Contact Center Operations
Coppell, TX $80,000.00-$100,000.00 1 month ago Team Manager Existing Customer Operations
Fort Worth, TX $55,000.00-$85,000.00 22 hours ago North Richland Hills, TX $13.00-$15.00 3 weeks ago Fort Worth, TX $58,656.00-$71,000.00 2 days ago Client Service Manager- TX Based (Remote)
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr