Call Center Manager

About the role

Luxury Bath of Seattle is a growing home remodeling company specializing in high-quality bath and shower renovations. We are seeking an experienced, hands-on Call Center Manager to lead our call center team and drive performance. This is an excellent opportunity for a results-oriented manager who knows how to coach employees, improve call performance, increase appointment volume, and create accountability around measurable goals.

Responsibilities

• Oversee the daily operations and performance of the call center team
• Lead, coach, and develop a team of Call Center Representatives
• Recruit, hire, onboard, and train new team members
• Monitor individual and team performance and provide regular coaching
• Establish clear performance expectations and hold employees accountable
• Track key performance metrics, including call activity, appointment setting, lead conversion, and follow-up
• Improve call quality, productivity, and overall team performance
• Oversee inbound customer calls and outbound follow-up activity
• Ensure leads are contacted promptly and handled professionally
• Manage appointment scheduling, confirmations, cancellations, and rescheduling
• Coordinate appointment availability and scheduling with the sales team
• Work closely with sales leadership to maximize appointment opportunities
• Resolve escalated customer concerns and service issues
• Identify and implement improvements to call center processes and workflows
• Maintain a high standard of customer service and professionalism

Requirements

• 1+ year of call center management, call center supervisor, or team leadership experience
• Experience coaching and developing employees in a performance-driven environment
• Strong leadership and accountability skills
• Experience working with KPIs, performance metrics, quotas, or appointment-setting goals
• Strong customer service and conflict-resolution abilities
• Excellent verbal and written communication skills
• Strong organizational, scheduling, and multitasking skills
• Comfortable using CRM systems and learning new software
• Strong attention to detail and follow-through
• Ability to thrive in a fast-paced environment

Preferred qualifications

• Experience managing an appointment-setting, inside sales, customer service, or outbound calling team is highly preferred

Pay & schedule

• Pay: $30–$40 per hour, depending on experience
• Full-time position
• Monday–Friday, 8:30 AM–5:00 PM
• On-site position in Tukwila, WA

Why join us?

• Competitive hourly compensation
• Monday–Friday schedule
• Hands-on leadership role with autonomy and responsibility
• Opportunity to directly impact appointment volume and company growth
• Work closely with sales and operations leadership
• Growing company with opportunities to make a meaningful impact

Benefits

• 401(k)
• Health insurance