Call Center Manager (High Volume Outbound/Inbound)

American Home Contractors

19d•Onsite

About The Position

American Home Contractors is a fast-growing, industry-leading exterior remodeling company serving homeowners across the Mid-Atlantic. We specialize in roofing, siding, windows, doors, gutters, and premium solar solutions, including Tesla Solar Roof installations. With thousands of 5-star reviews and operations across multiple states, our mission is simple: to install peace of mind for every homeowner we serve. We are seeking a hands-on Call Center Manager to lead and support our Customer Service Representative (CSR) team across two office locations. This role is ideal for a leader who enjoys staying connected to day-to-day operations while also developing people, improving processes, and driving performance. The Call Center Manager will balance active involvement on the phones, while coaching, performance management, and cross-functional collaboration. This is a 100% in-office position, based out of either Fulton, MD or Chantilly, VA, with time spent in both offices. Our Call Center Environment High-volume inbound and outbound call activity CSRs average 100–150 outbound calls per day Inbound calls are answered promptly, with a strong focus on customer experience Real-time scheduling adjustments and dispatch coordination occur throughout the day CRM accuracy directly impacts field productivity and revenue The CSR team supports multiple business lines: Tune-Up Program, Retail exterior replacements, Solar Roofing, and Solar Panels

Requirements

3+ years of experience leading or supervising teams in a call center or high-volume customer service environment
Comfort managing both inbound and outbound call activity
A leadership style that combines coaching, accountability, and approachability
Strong attention to detail and respect for accurate data and processes
Experience using CRM systems and call center tools
Ability to thrive in a fast-paced, collaborative environment
Willingness to work fully in-office and spend time at both office locations

Nice To Haves

Background in home services, construction, trades, or appointment-based sales
Familiarity with Zoho CRM, RingCentral, Podium, or similar tools
Experience working closely with marketing or lead generation teams

Responsibilities

Lead, coach, and support a team of CSRs
Stay engaged with daily call activity and assist with inbound or outbound calls as needed
Monitor call performance, outbound productivity, and appointment-setting metrics
Provide real-time coaching and feedback to help CSRs improve call quality and confidence
Support accurate scheduling, dispatching, and same-day adjustments
Partner with Marketing, Sales, and Operations to ensure lead flow and staffing are aligned
Review dashboards and reports to track performance and identify opportunities
Conduct 1:1s, performance reviews, and coaching conversations
Participate in hiring, onboarding, and team development
Ensure CRM (Zoho) data is accurate and consistently maintained
Help refine workflows, scripts, and standard operating procedures
Assist with resolving escalated customer issues professionally and efficiently
Model company core values: Integrity, Hard Work, and Service