Call Center Manager

Southern National Roofing•Charlotte, NC

13d•$80,000 - $125,000•Onsite

About The Position

The Manager of Contact Center & Inside Sales is responsible for leading Southern National’s centralized lead management, appointment setting, dispatching, rehash, and inside sales functions. This role owns the customer journey from initial inquiry through appointment confirmation, ensuring high contact rates, quality appointments, and efficient lead conversion. This role also leads Southern National’s unique hiring efforts that help staff the canvassing team. The Manager will build and optimize contact center operations, develop inside recruiting efforts, and partner closely with Marketing and Field Sales to maximize the ROI on Southern National’s lead generation investments.

Requirements

Bachelor’s degree and or an equivalent combination of education/experience required
3+ years of experience in contact center operations, inside sales, and lead management
5+ years in a leadership role managing high performing teams of 15+ representatives
Proven track record of improving contact rates, conversion rates, and lead-to-sale metrics
Experience with CRM systems (Improveit 360 preferred) dialers, and contact center technology
Strong analytical skills with ability to use data to drive operational decisions
Excellent leadership and coaching skills; ability to motivate and develop teams
Experience building processes, scripts, and playbooks from scratch or significantly improving existing ones
Ability to problem-solving and use critical thinking
Strong organization and multitasking skills
Ability to handle conflict in a professional and courteous manner
Excellent verbal, electronic, and written communication, and customer service skills
Work with peers and all departments for the common goals of the organization
Reliable in meeting work commitments
Must be flexible and adapt to most any situation
Ability to utilize technology devices, software and application, previous experience with Microsoft Office Suites and basic computer skills required
Ability to work onsite in Charlotte NC
Ability to travel up to 10% to Southern National field offices

Nice To Haves

Experience in home services, construction, or appointment-based sales industries
Background with multi-location companies requiring centralized lead management
Familiarity with speed-to-lead best practices and lead lifecycle management
Knowledge of workforce management software and contact center analytics platforms

Responsibilities

Build and lead a high-performing contact center team that handles inbound and outbound lead management
Develop and optimize call scripts, lead qualification criteria, and appointment setting processes
Implement workforce management strategies to ensure adequate coverage during peak call times
Monitor and improve key metrics: contact rate, speed-to-lead, appointment set rate, and appointment quality
Manage telephony systems, dialer technology, and CRM integrations to maximize efficiency
Provide overflow support coordination across all markets during high-volume periods
Optimize and scale the process to recruit and hire canvassers and support field sales efforts
Create lead scoring and routing logic to direct leads to the appropriate sales channel (inside vs. field)
Research and implement AI driven capabilities for texting, emailing, and calling customers
Develop re-engagement campaigns for aged leads, cancelled appointments, and unsold estimates
Partner with Marketing to optimize lead flow, campaign performance, and lead source ROI
Work with Field Sales leadership to ensure appointment quality meets expectations and minimizes no-shows
Collaborate with Operations on scheduling optimization and capacity alignment
Coordinate with Regional GMs and market leaders on local lead management needs
Provide feedback loop to Marketing on lead quality by source, campaign, and channel
Recruit, hire, and develop contact center talent
Create training and onboarding programs for new representatives
Implement quality assurance programs including call monitoring, coaching, and performance scorecards
Design compensation and incentive structures that drive desired behaviors and outcomes
Foster a positive, high-energy culture that minimizes turnover and maximizes engagement
Other duties as assigned