Call Center Manager, Training and Performance

About the role

The Manager, Training & Performance owns the capability engine of the inside sales team. You are accountable for how our representatives are trained, how their quality is measured, and how their performance is managed against best practices and targets.

• Own the end-to-end new hire training program, including curriculum design, delivery, and graduation standards.
• Administer pre-floor certification testing so no representative takes live calls before demonstrating readiness.
• Maintain and evolve the ISR training playbook as the single source of truth for scripts, rebuttals, objection handling, qualification standards, and compliance requirements.
• Reduce ramp-to-productivity time with clear 30/60/90-day proficiency milestones for new hires.

Responsibilities

• Build and run a recurring continuing-education calendar of skill workshops, call-review forums, and intensive sessions covering tonality, active listening, closing technique, and advanced objection handling.
• Stay a month ahead, continuously sourcing new training content, techniques, and tools that make representatives better.
• Design refresher and remedial training paths triggered by QA findings and performance data.
• Own the call quality program, including monitoring cadence, QA scorecards, and calibration sessions that keep coaching standards consistent across floor leadership.
• Translate QA findings into targeted coaching plans and updated training content, closing the loop between what we hear on calls and what we teach.
• Ensure adherence to approved scripts, compliance requirements, and brand standards across all representative interactions.
• Own the performance management framework, including individual scorecards and goal tracking across set rate, sets, issue rate, show rate, and conversion contribution.
• Run the operating rhythm of weekly performance reviews and recurring team performance forums that review results, recognize top performers, and align priorities.
• Identify underperformance early using a skill-and-will assessment; design and administer structured performance improvement plans in partnership with the Supervisor, Director, and HR.
• Partner with Growth Analytics to instrument dashboards and reporting that make individual and team performance visible in near-real time.
• Identify high-potential representatives and prepare them for team lead, trainer, and supervisor roles through defined development paths.
• Mentor emerging floor leaders on coaching, feedback delivery, and performance standards.
• Coordinate with field sales leadership to ensure appointment quality standards reflect what converts in the home.

Requirements

• Experience 5+ years in inside sales or contact center environments, including 2+ years in a training, quality, or performance leadership role with direct accountability for representative results.
• Demonstrated experience building training programs from the ground up, including curriculum, certification testing, and ongoing education.
• Track record of managing to metrics in a high-velocity appointment-setting or sales environment (set rate, conversion, show rate, or equivalent KPIs).
• Experience developing representatives into team leads, trainers, or supervisors.
• Experience scaling a team through rapid growth (2x+ headcount) or supporting remote and multisite representatives strongly preferred.
• Experience in home services, in-home sales, or another appointment-to-demo funnel a plus.

Technical & Functional Skills

• Proficiency with modern contact center and CRM tooling; Salesforce and cloud telephony (e.g., Five9) strongly preferred.
• Strong command of call quality frameworks, QA scorecard design, and coaching calibration.
• Ability to build and interpret performance reporting, scorecards, and KPI dashboards.
• Skilled at translating performance data into targeted, actionable coaching and training interventions.
• Strong facilitation and presentation skills across classroom, floor, and remote settings.

Competencies

• Capability Builder: Designs training, certification, and playbooks that turn new hires into consistent performers.
• Standards Keeper: Holds a high, clear bar for quality and adherence — and applies it consistently.
• Data-Driven Coach: Diagnoses skill versus will and lets scorecards and call quality guide every intervention.
• People Developer: Works for the agents, building careers and an internal leadership pipeline, not just a job.
• Continuous Improvement: Stays a month ahead, constantly refreshing content, methods, and standards.