Call Center Manager

Bath Concepts Independent Dealers•Tolleson, AZ

About The Position

APEX Windows & Bath is looking for an experienced, high-energy Call Center Manager to lead our outbound appointment-setting team. We believe a successful call center doesn't have to be a stuffy, rigid environment. We want energy. We want enthusiasm. We want people celebrating wins and enjoying coming to work. But we also want results. We're looking for a leader who understands that a great call center isn't measured simply by how many appointments are set. It's measured by the quality of those appointments and what ultimately happens in the home. If you know how to motivate a room, coach people, hold a team accountable and use numbers to improve performance, we want to talk to you.

Requirements

Proven experience managing an outbound call center, inside-sales team or appointment-setting operation
Strong coaching and people-development skills
The ability to balance enthusiasm and empathy with accountability
A strong understanding of call-center KPIs and conversion metrics
Experience listening to and evaluating calls for quality and effectiveness
The ability to identify problems, develop solutions and measure the results
A leadership style that earns respect rather than simply demanding it

Nice To Haves

Hands-on experience with Lead Perfection and/or Five9 is a major plus
We're not looking for someone to simply manage schedules and watch a dashboard. We're looking for someone who can lead people and improve performance.
You should be comfortable celebrating a record-setting day - and equally comfortable having a direct coaching conversation when expectations aren't being met.
You should enjoy developing people, solving problems and figuring out why the numbers are doing what they're doing.
Most importantly, you should understand that our Call Center creates the first impression of APEX and plays a critical role in everything that happens afterward.

Responsibilities

Lead the Floor: Create an energetic, positive and productive environment where people want to perform.
Coach in Real Time: Listen to calls, provide immediate feedback, role-play objections and continuously develop your team's skills.
Own Appointment Quality: Make sure appointments are properly set, expectations are clearly established, and our Sales Representatives receive the best opportunities possible.
Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates, appointment quality, sit rates and conversion trends. Don't just report the numbers - use them to improve performance.
Create Accountability: Establish clear expectations, recognize strong performance and address problems quickly and directly.
Develop Your People: Identify strengths and weaknesses within the team and coach each person accordingly.
Bring the Energy: Run contests, spiffs and team activities that make achieving goals fun and rewarding.
Lead by Example: When necessary, get on the phones, handle difficult situations and show the team what great sounds like.