Call Centre Manager
Full-Time | Edmonton, AB | $50,000/Year + Benefits + Performance Based Bonus'
Lead a high-performing customer care team for one of Edmonton’s most trusted home comfort companies.
For over 25 years, ProSolutions Plumbing, Heating & Air Conditioning Inc. has delivered legendary service to homeowners across Edmonton. As a family-owned company, we believe in treating our team and customers with care, respect, and professionalism.
We’re growing and looking for a Call Centre Manager to lead our customer care team, drive booked appointments, and ensure every customer receives a professional and seamless experience.
Why You’ll Love Working Here
- Competitive Pay
- Benefits Package: Health, dental, vision, life insurance, short & long-term disability (after probationary period).
- Full-Time Leadership Role: An in-office position leading and supporting a fast-paced, high-energy call centre team.
- Growth Opportunities: Access to ongoing training, coaching, and opportunities for career advancement within the company.
- Supportive Culture: Family-run team that values and appreciates your contribution.
What You’ll Do
- Lead and support the CSR team to deliver excellent customer service on every call
- Ensure incoming calls are booked into service appointments efficiently
- Monitor call performance and coach the team to improve booking rates
- Work closely with Dispatch and Operations to keep schedules running smoothly
- Maintain accurate customer records in our system
- Train and develop CSRs on call handling, memberships, and company services
- Help manage call centre coverage and daily workflow, ensuring our customers are supported 24/7/365
What We’re Looking For
- Experience: Previous experience leading or supervising a customer service or call centre team.
- Leadership: Ability to coach, motivate, and hold a team accountable to performance standards.
- Communication: Strong communication, active listening, and problem-solving skills.
- Customer Focus: Professional, personable, and committed to delivering an excellent customer experience.
- Tech-Savvy: Comfortable using booking software, CRM systems, and call management tools.
- Work Style: Organized, proactive, and able to manage a fast-paced environment.
Requirements
- 2+ years leadership experience in a call centre or customer service team
- Experience managing schedules, call performance, or booking metrics
- Strong computer skills and CRM/booking software experience
What We Provide
- Leadership training and ongoing coaching to help you succeed in the role
- Proven call scripts and systems to support consistent customer service
- All required tools and software to manage the call centre effectively
- Performance-based bonuses tied to booking rate, revenue, and membership sales
- Support from leadership and collaboration with Dispatch and Operations teams
At ProSolutions Plumbing, Heating & Air Conditioning, our team is guided by five core values that shape everything we do — from how we serve customers to how we treat one another:
- LOVE – We genuinely care about our team, our customers, and our community.
- IMPACT – We strive to make a positive, lasting difference in every interaction.
- DRIVE – We’re passionate, ambitious, and committed to constant improvement.
- INTEGRITY – We do what’s right — even when no one’s watching.
- LEGENDARY – We go above and beyond to deliver WOW-worthy service and results.
We’re not just building a business — we’re building a legendary team. If these values resonate with you, you’ll feel right at home here.
Join Us Today!
We’re interviewing immediately and looking for the right leader to join our growing team.
If you’re passionate about leading people, delivering excellent customer service, and building a high-performing team, we want to hear from you.
Apply today and join ProSolutions Plumbing, Heating & Air Conditioning Inc. as our next Call Centre Manager.
Job Type: Full-time
Pay: $50,000.00 per year
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Vision care
Application question(s):
- Do you have experience call-taking in the trades (HVAC, plumbing, electrical, etc)?
- Do you have any experience with ServiceTitan?
- Are you located in Edmonton or area? This is an in-office role.
Experience:
- management: 3 years (required)
Work Location: In person
