Call Center Manager

Luxury Bath Technologies•Tukwila, WA

4d•$30 - $40•Onsite

About The Position

Luxury Bath of Seattle is a growing home remodeling company specializing in high-quality bath and shower renovations. We are seeking an experienced, hands-on Call Center Manager to lead our call center team and drive performance. This is an excellent opportunity for a results-oriented manager who knows how to coach employees, improve call performance, increase appointment volume, and create accountability around measurable goals.

Requirements

1+ year of call center management, call center supervisor, or team leadership experience
Experience coaching and developing employees in a performance-driven environment
Strong leadership and accountability skills
Experience working with KPIs, performance metrics, quotas, or appointment-setting goals
Strong customer service and conflict-resolution abilities
Excellent verbal and written communication skills
Strong organizational, scheduling, and multitasking skills
Comfortable using CRM systems and learning new software
Strong attention to detail and follow-through
Ability to thrive in a fast-paced environment

Nice To Haves

Experience managing an appointment-setting, inside sales, customer service, or outbound calling team is highly preferred.

Responsibilities

Oversee the daily operations and performance of our call center team.
Lead, coach, and develop a team of Call Center Representatives.
Recruit, hire, onboard, and train new team members.
Monitor individual and team performance and provide regular coaching.
Establish clear performance expectations and hold employees accountable.
Track key performance metrics, including call activity, appointment setting, lead conversion, and follow-up.
Improve call quality, productivity, and overall team performance.
Oversee inbound customer calls and outbound follow-up activity.
Ensure leads are contacted promptly and handled professionally.
Manage appointment scheduling, confirmations, cancellations, and rescheduling.
Coordinate appointment availability and scheduling with the sales team.
Work closely with sales leadership to maximize appointment opportunities.
Resolve escalated customer concerns and service issues.
Identify and implement improvements to call center processes and workflows.
Maintain a high standard of customer service and professionalism.