Call Center Manager

Nelson Exteriors • Marietta, GA

20h • $0 - $60,000 • Onsite

About The Position

Nelson Exteriors is seeking a player-coach Call Center Manager to lead their call center team. This role is responsible for being the front door of the company, managing every lead, appointment, and homeowner's first impression. The ideal candidate will lead the CSR team, model best practices on live calls, coach the team, and personally drive the numbers that fill the sales calendar. Nelson Exteriors is a family-owned exterior remodeling business with over 48 years of experience and a strong reputation for quality and customer satisfaction. The company values Communication, Authenticity, Reliability, and Execution (WE CARE). This is an in-office role based in Marietta, GA.

Requirements

• 2+ years in a call center, phone-based sales, or customer-service environment.
• 1+ year leading or coaching a team.
• Proven ability to set appointments or convert leads over the phone and teach others to do it.
• Comfortable carrying a call load daily.
• A coaching, accountability-driven leadership style.
• Comfortable with CRM and communication platforms.
• Excellent phone presence and communication skills.
• Clean background check.

Nice To Haves

• Prior experience with JobNimbus and GoHighLevel.
• Construction or home improvement experience.
• A college degree.

Responsibilities

• Lead, train, and coach a team of 2-3 CSRs (growing), setting expectations, monitoring call quality, and holding the team accountable to their numbers.
• Run the daily rhythm of the call center, recognizing top performers and coaching others.
• Hire and onboard new CSRs as the team grows.
• Personally take inbound calls and make outbound follow-up calls alongside the team.
• Model the script, tone, and standard on live calls.
• Ensure every lead is logged, contacted, and followed up on within established timeframes.
• Set and confirm appointments for the in-home sales team.
• Own a clean lead-to-appointment handoff.
• Enforce the company call script on every inbound and outbound call.
• Review calls and coach CSRs on rapport, objection handling, and appointment setting.
• Track and report call volume, speed-to-lead, set rate, demo rate, sales capacity utilization, missed calls, and script compliance to leadership.
• Identify bottlenecks in the lead-to-appointment pipeline and fix them.
• Manage daily workflows in JobNimbus (CRM) and GoHighLevel.

Benefits

• Up to $60,000 base salary
• Performance bonus of up to $30,000 per year
• Medical, dental, and vision insurance (available 1st of the month after 60 days; company pays 65% of premium)
• 401(k) retirement plan with up to a 3.5% company match (available after one year)
• Paid time off (1 week after first year, 2 weeks after second year)
• Weekends off
• Company laptop and phone
• Paid training on scripts, systems, and services

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed