Call Center Manager

American Home Design•Goodlettsville, TN

2d•Remote

About The Position

Call Center Manager American Home Design is looking for an experienced Call Center Manager to lead our team that is responsible for setting and issuing appointments for our in-home water filtration product. This is a hands-on leadership role where you'll manage and coach the agents, handle the daily operations, and keep your team focused on hitting their individual as well as overall appointment setting goals. Location : 880 Conference Drive Goodlettsville, Tennessee What You'll Be Doing Leading and motivating a team of remote call center agents Managing schedules, call flow, and workload so everything runs smoothly Tracking key numbers like talk time, appointment set rates, and demos Interviewing and bringing on new agents Working with our trainer to provide ongoing agent coaching Managing scripts- creating new ones as needed, ensuring the agents are using them effectively Keeping our call center software (Five9, LP, Neustar) updated and running efficiently Sharing performance updates and insights with sales managers and leadership What We're Looking For Previous experience managing a call center preferably where agents are responsible for appointment setting or have sales goals A leader who can motivate, coach, and hold people accountable Strong communication and problem-solving skills Confident using call center technology and digging into performance reports Highly organized and able to juggle multiple priorities Potential Earnings & Benefits Base Salary + Lucrative Bonus Opportunity Benefits: Health Insurance, Life, Dental, Vision, and Disability Insurance 401(K) Paid Time Off Paid Holidays Why You'll Love It Here For more than 45 years, American Home Design has been a trusted, locally owned home improvement company serving Tennessee and Southern Kentucky. Recognized by The Tennessean as a Top Workplace Winner year after year, we're proud to offer a family-like culture where contributions are valued and rewarded. Join us and play a key role in growing our team and our future. If you're a hands-on leader who enjoys building strong teams and delivering great results, we'd love to talk with you.

Requirements

Previous experience managing a call center preferably where agents are responsible for appointment setting or have sales goals
A leader who can motivate, coach, and hold people accountable
Strong communication and problem-solving skills
Confident using call center technology and digging into performance reports
Highly organized and able to juggle multiple priorities

Responsibilities

Leading and motivating a team of remote call center agents
Managing schedules, call flow, and workload so everything runs smoothly
Tracking key numbers like talk time, appointment set rates, and demos
Interviewing and bringing on new agents
Working with our trainer to provide ongoing agent coaching
Managing scripts- creating new ones as needed, ensuring the agents are using them effectively
Keeping our call center software (Five9, LP, Neustar) updated and running efficiently
Sharing performance updates and insights with sales managers and leadership