Communication Scoring jobs

About Us

1 Clean Air is a leading provider of air duct cleaning, HVAC, mold, and insulation services across Ontario and Québec, serving residential, commercial, industrial, and governmental clients. Since 1985, we have built our reputation on quality, integrity, and customer care, helping customers maintain clean, healthy, and energy-efficient indoor environments.

Position Overview

We are seeking a highly organized, proactive, and results-driven Bilingual Call Center Manager to lead our sales and customer service teams. This role owns three things above all: coaching the team to perform, monitoring performance against clear targets, and becoming the in-house expert on every service and product we sell — then transferring that knowledge to every rep.

The role is responsible for driving revenue performance, improving conversion rates, maintaining strong customer experience standards, and ensuring accountability across the call center. We are a technology-forward operation, so we are especially interested in candidates who have used (or experimented with) AI tools inside a CRM, support software, or phone system to coach faster, work smarter, and convert better.

Key Responsibilities

Coaching & Team Development

• Provide daily, hands-on coaching through live call monitoring, recorded call reviews, and structured one-on-ones.
• Build individual development plans and scorecards tied to conversion, revenue, and quality.
• Train, motivate, and hold the team accountable to sales targets, KPIs, and service standards.

Performance Monitoring & Accountability

• Track, analyze, and report on call volume, booking rate, close rate, revenue per rep, average ticket, follow-up SLAs, and QA scores.
• Run a daily and weekly accountability rhythm (huddles, dashboards, target reviews) that keeps the team focused on results.
• Identify performance gaps and implement process improvements, reporting systems, and team structures to lift results.

Product & Service Expertise (Own the Knowledge)

• Develop deep working knowledge of our full service line — air duct cleaning, HVAC, mold remediation, and insulation — across residential, commercial, industrial, and governmental segments.
• Ensure every rep can accurately explain each service, qualify customer needs, and position the right solution with confidence.
• Own and maintain a living knowledge base — scripts, FAQs, objection-handling guides, and service explainers — so product knowledge stays consistent and current across the entire team.

AI, CRM & Tools

• Leverage AI-powered tools across our CRM, support software, and phone system to improve coaching, efficiency, and conversion (e.g., call transcription and scoring, conversation intelligence, AI-assisted QA, automated follow-ups, voice/IVR).
• Identify, test, and roll out AI and automation opportunities that reduce manual work and surface actionable insights.
• Maintain data hygiene and workflow automation in the CRM so reporting and follow-up are reliable.

Sales Process & Revenue Growth

• Drive revenue growth by improving scripts, sales processes, objection handling, lead follow-up, and customer communication.
• Optimize the full lead-to-booking journey to raise conversion at every stage.

Operations & Coordination

• Coordinate scheduling, dispatching, and follow-up processes to maintain a smooth workflow and excellent client experience.
• Develop and maintain Standard Operating Procedures, scripts, training materials, and documentation systems.
• Work closely with leadership to provide clear reporting on team performance, revenue opportunities, operational issues, and improvement plans.

Qualifications

• Minimum 4 years of proven experience in call center management, ideally in a sales-driven or home/field-services environment.
• Strong ability to lead a sales-focused team and manage performance based on revenue, conversion rates, KPIs, and customer experience.
• Strong sales skills.
• Ability to work 24/7, and availability beyond working hours.
• Demonstrated coaching ability — you develop people, not just monitor them.
• Comfort using data, reports, dashboards, and performance metrics to make decisions.
• Hands-on experience with CRM systems and workflow/automation tools; experience using AI tools in a CRM, support platform, or phone system is a strong asset.
• Aptitude and appetite for learning technical service offerings and teaching them to others.
• Excellent organizational, time management, problem-solving, and multitasking skills.
• Excellent communication and interpersonal abilities; Bilingualism in English and French is required.
• Proficiency with Microsoft Office.
• Ability to lead, adapt, and make decisions in a fast-paced, performance-driven environment.

Why Join Us

• Join a reputable, fast-growing company with a strong presence in Ontario and Québec.
• Lead a key revenue-generating team with real ownership and impact.
• Work in a technology-forward environment where AI and automation are encouraged, not resisted.
• Collaborative, supportive, and family-oriented culture.
• Opportunity for professional growth and advancement.
• Competitive salary and benefits package.

Pay: $50,000.00-$70,000.00 per year

Application question(s):

• What was the approximate monthly revenue generated by the call center or sales team you managed?
• What KPIs did you track on a daily or weekly basis to improve team performance, conversion rates, and customer experience?
• What CRM, support, or phone systems have you managed, and have you used any AI or automation tools within them? Briefly describe how.

Experience:

• Call Center Management: 3 years (required)

Language:

• French and English (required)

Work Location: Remote