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Kyzar Air Conditioning

Call Center Manager / Escalations Lead

Kyzar Air Conditioning is looking for an experienced, results-driven leader to oversee our customer service and call center operations.

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Salary

$75,000/year + bonus

Location

West Palm Beach, FL

Type

Full-Time

The role

A leader, not just a supervisor

This is a key leadership role for someone who knows how to build accountability, improve customer experiences, manage performance, and effectively lead onsite and offsite call center employees and teams.

What you'll do

  • Lead and manage day-to-day call center operations and customer service performance.
  • Directly manage and hold offshore employees and teams accountable for performance, attendance, quality, and customer service.
  • Monitor call volume, answer rates, booking rates, conversion, customer satisfaction, and other key performance indicators.
  • Handle escalated customer issues and ensure problems are resolved quickly and professionally.
  • Coach, train, and develop call center team members to improve performance.
  • Establish clear expectations, processes, and performance standards.
  • Identify operational issues and implement solutions to improve efficiency and customer experience.
  • Work closely with management and field operations to ensure customers receive a seamless experience from the initial call through service completion.
  • Review call recordings and performance data to identify coaching opportunities.
  • Help develop scripts, procedures, escalation processes, and quality-control standards.
  • Lead with urgency, professionalism, and a strong focus on results.

What we're looking for

Required

  • Proven experience managing a call center, customer service team, or similar high-volume operation.
  • Hands-on experience managing offshore employees or offshore call center teams. This is required.
  • Strong leadership and people-management skills.
  • Experience managing performance through KPIs and measurable goals.
  • Excellent communication and problem-solving abilities.
  • Experience handling difficult customers and high-level escalations.
  • Strong organizational skills and attention to detail.
  • Ability to hold team members accountable while maintaining a positive, motivating culture.
  • Comfortable working in a fast-paced environment where priorities can change quickly.

The ideal candidate

You are a leader, not just a supervisor. You know how to get the best out of a team, recognize when performance is slipping, and take action to fix it.

You understand the challenges of managing remote and onsite teams and know how to create structure, accountability, communication, and consistency across different locations and schedules.

Experience in HVAC, home services, plumbing, electrical, or another high-volume service business is a plus.

Why join Kyzar Air Conditioning?

At Kyzar Air Conditioning, our customers are at the center of everything we do. This position offers the opportunity to make a significant impact on our customer experience and overall growth while building and leading a high-performing call center operation.

If you have the leadership experience, the offshore management experience, and the drive to build a world-class call center, we want to hear from you.

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Apply for this role

Tell us who you are and attach your resume. A real person reads every application, and if your experience is a fit we call you to set up a conversation.

Rather talk first? Call or text (561) 640-1000 and ask for the hiring manager.

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