Call Center Manager

About the role

The Onsite Call Center Manager will oversee the daily operations of our in-house call center team, ensuring exceptional customer interactions, efficient scheduling, and strong lead conversion performance. This role requires a hands-on leader who can coach staff, improve processes, and maintain a high-energy, customer-focused environment.

Responsibilities

• Manage and supervise daily call center operations
• Lead, coach, and motivate appointment setters and customer service representatives
• Monitor inbound and outbound call performance metrics
• Develop scripts, call handling procedures, and training materials
• Ensure excellent customer service and professionalism on every call
• Track KPIs including booking rates, call volume, response times, and conversion rates
• Hire, onboard, and train new call center staff
• Collaborate with sales and marketing teams to improve lead quality and customer experience
• Resolve escalated customer concerns in a timely and professional manner
• Maintain scheduling accuracy for inhome consultations and project appointments

Qualifications

• 3+ years of call center management experience
• Experience in home remodeling, construction, home services, or related industries is a plus
• Strong leadership and team development skills
• Excellent communication and problem-solving abilities
• Ability to manage performance metrics and reporting
• Proficient with CRM systems, scheduling software, and Microsoft Office/Google Workspace
• Strong organizational and multitasking skills
• Positive attitude with the ability to thrive in a fast-paced environment