Call Center & Lead Conversion Manager

United Home Experts, Inc • Ashland, MA

7d • $90,000 - $150,000 • Onsite

About The Position

The UHE Call Center & Lead Conversion Manager is responsible for converting marketing activity into booked appointments and real sales. This position manages a team of 4–7 callers and lead coordinators who set and confirm appointments from leads generated by other members of our in house marketing operations. This role requires working closely with our digital and traditional lead acquisition managers to align efforts and strategy to maximize conversion of the lead generation efforts. This role requires strong day-to-day leadership, sharp attention to numbers, and the ability to keep a fast-moving team focused, accountable, and improving. If you are someone who is highly motivated by results, enjoys building and improving systems, can lead people with both warmth and accountability, and wants a fast growth opportunity, this role is for you.

Requirements

• Strong understanding of B2C lead conversion, preferably in home improvement, home services, remodeling, construction, HVAC, solar, or another in-home appointment setting environment
• Experience in high-volume, direct-to-consumer, appointment setting, inside sales, call center, lead management, or customer acquisition environments
• Proven ability to lead a team using measurable goals, coaching, accountability, and performance management
• Comfortable managing both strategy and execution
• Strong ability to read metrics, identify performance gaps, and turn data into action
• Ability to coach call quality, improve scripting, and raise the standard of customer interaction
• Strong bias for action and continuous improvement
• Ability to hold people accountable while maintaining strong team relationships
• Excellent communication skills with the ability to work closely across marketing, sales, and operations

Nice To Haves

• Past P&L responsibilities are a plus
• Persistent positive attitude

Responsibilities

• Drive a consistently full sales calendar by maximizing lead contact, appointment setting, lead conversion, and follow-up performance
• Manage, motivate, coach, and develop a mixed team of inbound callers and outbound callers – this role includes hiring responsibilities
• Own call center performance metrics including speed-to-lead, contact rate, appointment set rate, confirmation rate, demo rate, cancellation rate
• Partner closely with digital, traditional, field, and event lead acquisition managers to understand lead flow, lead quality, campaign performance, and conversion opportunities
• Create clear expectations, daily rhythms, coaching routines, and accountability systems for the calling team
• Maintain high standards for customer experience, professionalism, urgency, and accuracy in every lead interaction
• Exercise autonomy to test, optimize, and improve processes quickly in pursuit of better performance
• Provide strategic input on lead generation, appointment quality, campaign feedback, staffing needs, and growth opportunities

Benefits

• Base salary: $90,000 – $110,000
• Performance-based bonus: $20,000 – $50,000+ based on lead conversion, appointment setting, team performance, and company results
• Fast growth opportunity into broader Marketing Operations leadership
• Full benefits package including health insurances and 401k with company match and no vesting period
• Annual company awards trip with qualifying performance (spouse/significant other invited!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed