Call Center Manager

Southern National Roofing•Charlotte, NC

9d•$80,000 - $85,000•Onsite

About The Position

Southern National Roofing recently insourced its centralized call center. Five months into the operation, the foundation is in place and the team is producing results - but we are still early in the center's development. We are looking for a hands-on Call Center Manager to lead the operation through its next stage of development and growth. This is not a start-from-scratch role, but it isn't a maintenance role either. You'll inherit an operating call center with an Assistant Manager, three Team Leaders, frontline representatives, technology, processes, and performance standards already in place. There is also plenty left to improve. We need a manager who can quickly understand what's working, identify opportunities, strengthen the management team, improve performance, and help us build a more consistent, scalable operation. Our call center supports multiple parts of Southern National's customer acquisition process, including: Inbound and outbound lead response and appointment setting, Follow-up and rehash of existing leads, Inbound scheduling calls generated by our canvassing teams, Confirmation of canvassing-generated appointments, Confirmation of paid and aggregator-generated appointments, and Other lead-management and customer-contact activities supporting our field sales organization. The center operates Monday through Saturday, 9:00 AM to 8:00 PM. You won't be expected to personally work every hour the center is open. You will be responsible for ensuring appropriate agent and management coverage so that someone owns the operation at all times. This is a hands-on leadership position where you'll be comfortable moving between managing the business and working in the business. You will lead and develop our Assistant Manager and three Team Leaders, set clear expectations and accountability across the management team, spend meaningful time on the call center floor, listen to live and recorded calls, coach representatives and develop the managers responsible for coaching them, jump in and take calls when necessary, personally demonstrate effective call handling and appointment-setting techniques, help representatives improve objection handling, lead follow-up, confirmation, and appointment-setting skills, address underperformance quickly and appropriately, and develop future leaders as the center grows. Taking calls isn't intended to replace appropriate staffing. It's part of leading by example and staying close enough to the operation to understand what's really happening. You'll own the staffing strategy for a call center operating 66 hours each week. This includes developing schedules based on lead volume, call patterns, campaigns, and expected demand, ensuring appropriate agent coverage across the center's different functions, scheduling the management team to provide leadership coverage throughout operating hours, ensuring a clearly designated leader is responsible whenever you're not present, monitoring attendance, schedule adherence, productivity, and staffing requirements, adjusting staffing as volume and business conditions change, planning for seasonal changes and continued growth, and balancing customer response, productivity, service levels, and payroll efficiency. We want someone who understands that KPIs aren't simply numbers on a report - they are tools for managing the business. You'll analyze performance across metrics including speed-to-lead, contact rate, appointment set rate, confirmation rate, issued appointment rate, demo rate, call volume and agent productivity, abandon rate and service level, canvassing inbound call handling, lead-source and campaign performance, rehash and follow-up performance, and downstream appointment and sales performance. You'll need to look beyond overall averages and understand results by team, representative, lead source, campaign, call type, and time period. Most importantly, you'll need to determine why performance is changing and turn that analysis into action. Southern National operates a technology-driven lead-management environment. Our primary platforms include Convoso - Dialer and contact center platform, Salesforce - CRM and lead/customer management, and ActiveProspect - Lead filtering and lead-management technology. Experience with Convoso and Salesforce is preferred, but comparable platform experience and the ability to learn quickly will also be considered. Experience in the home-services industry is strongly preferred. We are particularly interested in candidates with leadership experience supporting high-ticket residential sales in roofing, windows, siding, doors, HVAC, bath remodeling, solar, or other high-ticket home-improvement categories. Candidates who understand the relationship between speed-to-lead, appointment setting, confirmation, issued appointments, demos, and field sales performance will have a significant advantage.

Requirements

3+ years of contact center leadership experience, preferably in appointment setting, inside sales, lead management, or a similar environment.
Experience managing through supervisors, Team Leaders, or other frontline leaders.
Strong workforce planning, scheduling, and staffing skills.
Demonstrated ability to analyze KPIs and use data to improve performance.
Experience managing inbound and outbound calling environments.
Strong coaching and performance-management skills.
Experience with CRM, dialer, and contact center technology.
Ability to diagnose operational problems and identify root causes.
Strong analytical, organizational, and communication skills.
A willingness to be a visible, hands-on leader.
Ability to work full-time on-site in Charlotte, NC.
Flexibility to support a Monday-through-Saturday operation.

Nice To Haves

Home-services leadership experience
Roofing, windows, siding, or similar high-ticket home-improvement experience
Convoso experience
Salesforce experience
ActiveProspect or similar lead-management experience
Experience with paid digital leads and speed-to-lead programs
Experience supporting an in-home sales organization
Multi-market experience
Strong Excel and reporting skills

Responsibilities

Lead and develop our Assistant Manager and three Team Leaders.
Set clear expectations and accountability across the management team.
Spend meaningful time on the call center floor.
Listen to live and recorded calls.
Coach representatives and develop the managers responsible for coaching them.
Jump in and take calls when necessary.
Personally demonstrate effective call handling and appointment-setting techniques.
Help representatives improve objection handling, lead follow-up, confirmation, and appointment-setting skills.
Address underperformance quickly and appropriately.
Develop future leaders as the center grows.
Develop schedules based on lead volume, call patterns, campaigns, and expected demand.
Ensure appropriate agent coverage across the center's different functions.
Schedule the management team to provide leadership coverage throughout operating hours.
Ensure a clearly designated leader is responsible whenever you're not present.
Monitor attendance, schedule adherence, productivity, and staffing requirements.
Adjust staffing as volume and business conditions change.
Plan for seasonal changes and continued growth.
Balance customer response, productivity, service levels, and payroll efficiency.
Analyze performance across metrics including speed-to-lead, contact rate, appointment set rate, confirmation rate, issued appointment rate, demo rate, call volume and agent productivity, abandon rate and service level, canvassing inbound call handling, lead-source and campaign performance, rehash and follow-up performance, and downstream appointment and sales performance.
Determine why performance is changing and turn that analysis into action.