Call Center Manager/Leader

About The Role

The Call Center Team Lead inspires performance, creates accountability, and elevates results. This is a leadership opportunity for someone who loves competition, thrives in a metrics-driven environment, and wants to directly impact company growth while developing their own leadership career. This is a true player-coach role where you'll lead by example, set appointments, coach team members, and help build a high-performing inside sales culture. If you're the type of person who sees a struggling team and thinks, "I can help them perform better," we want to talk.

Responsibilities

• Make inbound and outbound calls to homeowners
• Convert qualified leads into scheduled appointments
• Review calls and identify opportunities for improvement
• Reinforce scripts, best practices, and sales techniques
• Help improve conversion rates and appointment quality
• Track daily activity and key performance metrics
• Ensure CRM accuracy and proper lead management
• Create a culture of ownership, urgency, and continuous improvement
• Work directly with leadership to improve systems, processes, and performance
• Play an active role in scaling the call center operation

Requirements

• Experience coaching, mentoring or managing a team
• Have a hunger for growth, personal improvement, and exceeding goals.
• Proven success in inside sales, appointment setting, or call center environments
• Strong communication and relationship-building skills

Benefits

• 401(k) with a 4% company match
• Bonus based on performance
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Paid and ongoing training
• Real growth opportunities
• Vision insurance

Pay

Base salary ($18+ DOE) + uncapped commissions + leadership incentives

Schedule

Monday – Thursday: 2:00 PM – 8:00 PM; Friday: Optional 2:00 PM – 5:00 PM; Saturday & Sunday: 10:00 AM – 2:00 PM

About The Company

Storm Guard of Madison is on a mission to be the Gold Standard in the roofing and construction industry. Our over 1,000 five-star reviews are a testament to the quality of our work, but also to our commitment to our community. In order to achieve such a monumental goal, we believe in fostering our team and supporting them in order for them to be able to reach and exceed their goals.