Call Center Manager

Tri-Starr Personnel•San Antonio, TX

7h•Onsite

About The Position

The Call Center Manager plays a critical leadership role in building, developing, and leading a highly productive outbound appointment-setting team. This position is responsible for creating a structured, process-driven environment focused on consistency, accountability, coaching, and performance. The CCM will lead a team of Lead Generation Specialists responsible for setting qualified appointments that support the success of the Outside Sales team. This role requires a strong leader who can develop people, reinforce procedures, monitor performance metrics, and create a culture centered around teamwork, discipline, and continuous improvement.

Requirements

7–10 years of Call Center experience required, with outbound experience preferred
Minimum 3 years of management experience in a call center environment
Strong leadership skills with experience building and developing teams
Experience working in a process-driven, metrics-focused environment
Excellent coaching, communication, and organizational skills
Ability to enforce procedures while motivating employees to achieve performance goals

Nice To Haves

Sales or service industry experience preferred
VanillaSoft CRM experience a plus
Bachelor’s Degree preferred

Responsibilities

Lead, coach, and develop a team of Lead Generation Specialists in a structured outbound call center environment
Establish and reinforce daily procedures, workflows, and performance expectations
Drive consistency in appointment-setting activity, call quality, and KPI achievement
Conduct team meetings, one-on-one coaching sessions, and performance reviews to support employee development
Monitor call activity, reporting, and productivity metrics to ensure goals and quotas are consistently achieved
Support recruiting, onboarding, and training efforts to build a strong and dependable team
Identify opportunities to improve efficiency, productivity, and team performance through process improvements