Call Center Manager

Luxury Bath Technologies • Garden City, MI

3d

About The Position

Kroll Construction is a leader in the bath remodeling industry, delivering high-quality, affordable, and stylish solutions to homeowners. We pride ourselves on exceptional customer service and a results-driven team environment.
We are hiring an experienced Call Center Manager to lead our team and drive performance. This role is ideal for a motivated leader who thrives in a fast-paced, sales-driven environment and knows how to build, coach, and scale a successful call center team.

Requirements

• 2+ years of call center management or leadership experience
• Proven ability to meet or exceed performance metrics
• Strong leadership and team-building skills
• Excellent communication and coaching abilities
• Highly organized with strong problem-solving skills

Nice To Haves

• Experience in sales or home improvement is a plus
• Comfortable working with CRM and call center systems

Responsibilities

• Lead, hire, train, and manage call center representatives
• Drive team performance and ensure appointment-setting goals are met
• Monitor KPIs including call volume, set rate, and show rate
• Coach and develop team members through ongoing feedback and training
• Manage schedules to ensure proper coverage
• Collaborate with marketing and sales teams to align campaigns and goals
• Improve scripts, processes, and call strategies
• Monitor calls for quality assurance and professionalism
• Ensure accurate reporting and CRM usage

Benefits

• Competitive base pay + performance bonuses
• Growth and advancement opportunities
• Supportive, team-oriented environment

What This Job Offers

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