Call Center Manager - Onsite

Leadership & Coaching

You’ll lead, motivate, and develop appointment setters, team leads, confirmation specialists, QA personnel, and support staff. Create a positive, competitive, and high-energy culture. Conduct coaching sessions, performance reviews, and team meetings. Develop future supervisors and leaders within the department.

Drive Performance

Monitor and improve key performance indicators including: Lead-to-Set Rates, Set-to-Issue Rates, Issue-to-Demo Rates, Contact Rates, Demo Hold Rates, Appointment Quality Scores, Agent Productivity Metrics. Hold team members accountable to goals and expectations. Identify trends and implement action plans to improve results.

Operational Excellence

Manage daily staffing and scheduling. Oversee inbound and outbound call activity. Ensure adherence to company processes, compliance standards, and quality expectations. Partner closely with Marketing, Sales, Events, Recruiting, and Operations to maximize performance.

Customer Experience

Help ensure every homeowner interaction reflects our commitment to excellence. Resolve escalated customer concerns when necessary. Support initiatives designed to improve customer satisfaction, increase appointment quality, and reduce cancellations.

Team Development

Participate in hiring, onboarding, and training new employees. Assist in developing and implementing ongoing training programs. Build a culture focused on growth, accountability, teamwork, and continuous improvement.

Qualifications

• 3+ years of leadership experience in a call center, sales, appointment-setting, or customer service environment
• Proven ability to coach and develop teams to exceed goals
• Strong understanding of call center KPIs and performance management
• Excellent communication, leadership, and organizational skills
• Ability to thrive in a fast-paced, results-oriented environment
• Home improvement industry experience (preferred)
• Experience leading high-volume outbound appointment-setting teams
• Experience managing teams of 20+ employees (preferred)
• Bilingual English/Spanish a plus

Benefits

• Competitive base salary
• Performance-based bonus opportunities
• Medical, dental, vision, and life insurance
• Paid time off and company holidays
• Career advancement opportunities
• Ongoing leadership development and training
• A collaborative, growth-oriented culture