Call Center Manager
About The Position
We are looking for an experienced Call Center Manager to oversee customer communication, appointment setting, CRM management, follow-up, and the overall customer experience. The ideal candidate has a proven track record in customer development, call center management, CRM systems, appointment setting, and customer service and knows how to turn leads into appointments while ensuring customers remain satisfied throughout the process. As a Call Center Manager, you will be responsible for managing the customer communication process from the initial lead through the appointment and follow-up stages. You’ll oversee a team responsible for contacting homeowners, setting and confirming appointments, following up with customers, managing sales representatives’ schedules, and ensuring customers receive an exceptional experience. You will also use our CRM software to track customer activity, monitor performance, identify opportunities, and improve conversion and retention.
Requirements
- Previous experience in call center, customer development, inside sales, appointment setting, or customer service management
- Proven experience managing and developing a team
- Experience using CRM software
- Strong computer and technology skills
- Excellent verbal and written communication skills
- Strong organizational and time-management abilities
- Comfortable making and managing a high volume of calls
- Strong problem-solving and conflict-resolution skills
- Ability to coach, motivate, and hold team members accountable
- Customer-focused mindset with strong attention to detail
- Proven ability to meet and exceed performance goals
- Ability to work in a fast-paced, results-driven environment
Nice To Haves
- Availability to work some evenings and weekends as needed
Responsibilities
- Manage and utilize the company CRM to track leads, appointments, follow-ups, and customer activity
- Develop and implement effective customer follow-up strategies
- Make outbound calls to new and existing customers
- Answer inbound customer calls and inquiries
- Schedule and confirm homeowner appointments
- Follow up with customers to ensure they are satisfied and receiving proper service
- Identify opportunities to improve customer retention and satisfaction
- Monitor customer feedback, reviews, and overall experience
- Help resolve customer concerns and escalate issues when necessary
- Maintain accurate and up-to-date customer information in the CRM
- Hire, train, coach, and manage Call Center / Customer Development Representatives
- Set clear performance expectations and sales activity goals
- Monitor call volume, appointment-setting performance, show rates, and conversion metrics
- Achieve weekly and monthly performance goals
- Develop scripts, processes, and best practices to improve appointment quality
- Coach team members on communication, objection handling, and customer service
- Hold regular team meetings and performance reviews
- Manage and coordinate sales representatives’ schedules
- Confirm appointments and communicate schedule changes
- Help maximize the sales team’s appointment opportunities
- Communicate important customer information to sales representatives before appointments
- Work closely with management and sales leadership to improve lead-to-sale performance
Benefits
- $50,000–$150,000+ annual earning potential, plus commission based on experience, performance, and results.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
