National Operations Center Manager (68759)

Promera LLC • Charlotte, NC

5d

About The Position

Promera, formerly Data Clean, is a leading provider of critical environment management solutions for mission critical environments, including data centers, cleanrooms, and life sciences facilities. For over 45 years, we’ve helped protect the performance and reliability of some of the world’s most demanding spaces. Our clients include top general contractors, hyperscale cloud providers, colocation facilities, and enterprises that rely on safe, compliant, and expertly maintained environments. Promera is ISO 9001:2015 and ISO 14001 certified, demonstrating our commitment to service excellence and operational efficiency. Promera LLC is seeking a dynamic and results-oriented Scheduling and Dispatch Center Manager to lead a team focused on highly effective and optimized service scheduling and opportunistic sales. This role is responsible for driving operational excellence, maximizing conversion opportunities during customer interactions, and ensuring a high-quality customer experience across the entire country, operating 24/7. The ideal candidate will balance efficiency in scheduling with a strong focus on revenue generation and customer engagement.

Requirements

• 5+ years of experience in call center management with sales and/or appointment setting responsibilities, required
• Proven track record of improving conversion rates and driving revenue through call center teams
• Strong understanding of call center KPIs, sales funnels, and customer engagement strategies
• Experience with CRM and call center platforms (e.g., Salesforce, Zendesk, Five9, Pipedrive or similar)
• Excellent leadership, coaching, and performance management skills
• Strong analytical skills with the ability to translate data into actionable insights

Nice To Haves

• Bachelor’s degree in Business, Communications, or related field

Responsibilities

• Lead, coach, and develop call center agents handling inbound/outbound scheduling and sales interactions
• Drive performance against KPIs including appointment set rate, conversion rate, revenue per call, call quality, and customer satisfaction
• Implement strategies to increase opportunistic sales during scheduling interactions
• Oversee workforce planning, scheduling coverage, and call routing to optimize productivity and responsiveness
• Monitor call quality and provide coaching to improve both customer experience and sales effectiveness
• Develop scripts, talk tracks, and sales enablement tools to support agents in identifying and closing sales opportunities
• Analyze call center data to identify trends, optimize processes, and improve both scheduling efficiency and sales outcomes
• Partner with Sales, Marketing, and Operations teams to align messaging, campaigns, and lead handling processes
• Manage escalated customer issues and ensure timely, professional resolution
• Ensure compliance with company policies, sales practices, and regulatory requirements
• Lead onboarding and ongoing training programs focused on scheduling accuracy and consultative selling techniques
• Prepare and present performance reports, including revenue impact and pipeline contribution

Benefits

• Competitive pay, based on experience.
• Bonus eligible
• Growth Sharing Incentive Plan eligible – our company-wide long-term incentive plan
• Paid on-the-job training, and continued learning, including certifications
• Paid Time Off
• Medical, Dental, Vision plans
• Life, Disability and other Voluntary coverage
• 401k + matching
• Employee Assistance Program
• Promotion opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager