Call Center Manager

Storm Guard Roofing • Madison, WI

8d

About The Position

Storm Guard Roofing of Madison is seeking an experienced and motivated Call Center Manager to lead our inside sales and appointment-setting team. This role is ideal for someone who enjoys coaching others, driving performance, improving systems, and helping customers connect with solutions that improve their homes. You'll play a critical role in managing daily call center operations, developing team members, improving lead conversion, and ensuring every customer interaction reflects the high standards of the Storm Guard brand.

Requirements

• Experience in inside sales, appointment setting, call center operations, customer service leadership, or a related field
• Experience coaching, mentoring, or leading team members
• Strong communication and relationship-building skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and problem-solving abilities
• Comfortable tracking performance metrics and maintaining accountability
• Proficiency with CRM systems and Microsoft Office or Google Workspace
• Positive attitude, professionalism, and a customer-first mindset

Nice To Haves

• Previous call center leadership experience
• Experience in appointment setting or inside sales
• Experience reviewing calls and coaching performance
• CRM experience (Salesforce, HubSpot, JobNimbus, ServiceTitan, or similar)
• Experience in roofing, construction, restoration, home services, HVAC, solar, or related industries

Responsibilities

• Managing daily call center operations
• Developing team members
• Improving lead conversion
• Ensuring every customer interaction reflects the high standards of the Storm Guard brand
• Reviewing team performance
• Monitoring lead activity
• Coaching team members
• Reviewing calls and providing feedback
• Helping improve conversion rates while maintaining a positive and supportive culture
• Leading by example and stepping in when needed to assist with customer conversations
• Ensuring every lead receives a professional experience
• Working closely with the sales team to ensure smooth handoffs, accurate CRM documentation, and consistent follow-up
• Analyzing performance metrics
• Identifying opportunities for improvement
• Refining processes
• Helping develop the next generation of leaders within the organization

Benefits

• Compensation: $50,000-$75,000/year + performance bonuses (based on experience and results)

What This Job Offers

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