Call Center Manager
About The Position
The Call Center Manager leads and develops Scheduling Specialists in a fast-paced, high-volume phone sales environment. The team speaks with homeowners interested in flooring, qualifies their needs, and schedules appointments for Design Consultants. This is a hands-on leadership role that involves coaching sales skills on the floor, setting expectations and goals, communicating priorities, and maintaining team engagement. The manager balances people leadership with process management and uses performance data to identify effective practices, areas where the team needs support, and opportunities to improve results.
Requirements
- Experience leading and coaching teams in call center operations, phone-based sales, or a related performance-driven environment.
- Understanding of call center operations, sales performance metrics, and coaching practices.
- Ability to interpret performance data and turn insights into clear action plans.
- Clear, confident written and verbal communication skills.
- Strong organizational skills and ability to balance priorities and meet deadlines.
- Leadership style that combines support, direct feedback, and accountability.
- Comfort learning and working across call center systems and other technology platforms.
- Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
- Flexibility to work evenings and weekends based on business needs.
Responsibilities
- Lead, coach, and develop Scheduling Specialists to improve sales performance, productivity, and appointment quality.
- Set clear expectations and hold team members accountable for individual and team results.
- Evaluate performance, identify coaching opportunities, and create individualized development plans.
- Monitor call center metrics to identify trends, performance gaps, and opportunities for improvement.
- Lead training sessions and ongoing coaching to strengthen sales techniques, customer conversations, and process knowledge.
- Serve as a subject-matter expert on company services, systems, and scheduling processes.
- Partner with call center leaders to maintain consistent coaching practices and align the team with company goals.
- Foster a culture of accountability, collaboration, continuous learning, and recognition.
- Act as an escalation point for complex customer situations and help the team reach effective resolutions.
- Ensure the team follows company procedures, quality standards, and customer-service expectations.
Benefits
- Comprehensive medical, dental, and vision plan options.
- Free virtual healthcare for employees and family members.
- Health Savings Account with HDHP enrollment.
- Health and dependent care flexible spending accounts.
- Company-paid basic life insurance.
- Voluntary supplemental life insurance.
- Company-paid short-term disability insurance.
- Voluntary long-term disability.
- Company-paid Accident and Hospital Indemnity.
- Free bereavement and life planning support for employees and family members.
- 401(k) with company match, with pre-tax and Roth options.
- Paid PTO, bereavement leave, and maternity leave.
- Seven company-paid holidays.
- Employee Assistance Program (EAP).
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
