Call Center Manager

Who is Southern National

Southern National is a premier roofing contractor, dedicated to setting new industry standards through innovation, technology, and exceptional service. Our mission is to deliver unique and memorable experiences to all we encounter while elevating the benchmark for roofing replacement.

Job Summary

The Manager of Contact Center & Inside Sales is responsible for leading Southern National’s centralized lead management, appointment setting, dispatching, rehash, and inside sales functions. This role owns the customer journey from initial inquiry through appointment confirmation, ensuring high contact rates, quality appointments, and efficient lead conversion. This role also leads Southern National’s unique hiring efforts that help staff the canvassing team. The Manager will build and optimize contact center operations, develop inside recruiting efforts, and partner closely with Marketing and Field Sales to maximize the ROI on Southern National’s lead generation investments.

General Responsibilities:

Contact Center Operations

• Build and lead a high-performing contact center team that handles inbound and outbound lead management
• Develop and optimize call scripts, lead qualification criteria, and appointment setting processes
• Implement workforce management strategies to ensure adequate coverage during peak call times
• Monitor and improve key metrics: contact rate, speed-to-lead, appointment set rate, and appointment quality
• Manage telephony systems, dialer technology, and CRM integrations to maximize efficiency
• Provide overflow support coordination across all markets during high-volume periods

Inside Sales Development

• Optimize and scale the process to recruit and hire canvassers and support field sales efforts
• Create lead scoring and routing logic to direct leads to the appropriate sales channel (inside vs. field)
• Research and implement AI driven capabilities for texting, emailing, and calling customers
• Develop re-engagement campaigns for aged leads, cancelled appointments, and unsold estimates

Cross-Functional Partnership

• Partner with Marketing to optimize lead flow, campaign performance, and lead source ROI
• Work with Field Sales leadership to ensure appointment quality meets expectations and minimizes no-shows
• Collaborate with Operations on scheduling optimization and capacity alignment
• Coordinate with Regional GMs and market leaders on local lead management needs
• Provide feedback loop to Marketing on lead quality by source, campaign, and channel

Team Development & Performance Management

• Recruit, hire, and develop contact center talent
• Create training and onboarding programs for new representatives
• Implement quality assurance programs including call monitoring, coaching, and performance scorecards
• Design compensation and incentive structures that drive desired behaviors and outcomes
• Foster a positive, high-energy culture that minimizes turnover and maximizes engagement

Other duties as assigned

Preferred Qualifications

•  Experience in home services, construction, or appointment-based sales industries
•  Background with multi-location companies requiring centralized lead management
•  Familiarity with speed-to-lead best practices and lead lifecycle management
•  Knowledge of workforce management software and contact center analytics platforms

Salary Description 

Total compensation between Salary, Bonus and Commission will be based on experience; The range is $80,000 to $125,000 per year.  This is a full-time on-site position with full benefits including health, dental, vision and 401(k).

Please note that remote employment will not be considered for this role and that this position requires being in-office Monday through Friday.  In addition, supervision of the team during weekend operations will occasionally require Saturday visits to check on your team.

Southern National’s Mission:

• Contractors have a bad rep – and let’s be honest, many disreputable contractors over the decades have earned it. Southern National’s mission is to be the Roofing organization of choice and to improve the industry standard. We set the bar high to raise the benchmark.

Southern National’s Vision Statement:

• Operational excellence via technology and a relentless focus on KPIs. Basically, everyone should do their best work to make sure operations run smoothly; we utilize technology to help when possible and we will gauge our success by tracking key performance indicators.

Southern National’s Values: 

• At Southern National we believe in doing the right thing no matter what. Part of being Southern National means owning up to mistakes, being honest and turning away a potential lucrative sale when we know we cannot deliver a desired service. It also means setting up our employees for success

Requirements

Minimum Qualifications:

• Bachelor’s degree and or an equivalent combination of education/experience required 
• 3+ years of experience in contact center operations, inside sales, and lead management
• 5+ years in a leadership role managing high performing teams of 15+ representatives
• Proven track record of improving contact rates, conversion rates, and lead-to-sale metrics
• Experience with CRM systems (Improveit 360 preferred) dialers, and contact center technology
• Strong analytical skills with ability to use data to drive operational decisions
• Excellent leadership and coaching skills; ability to motivate and develop teams
• Experience building processes, scripts, and playbooks from scratch or significantly improving existing ones
• Ability to problem-solving and use critical thinking 
• Strong organization and multitasking skills
• Ability to handle conflict in a professional and courteous manner
• Excellent verbal, electronic, and written communication, and customer service skills
• Work with peers and all departments for the common goals of the organization
• Reliable in meeting work commitments
• Must be flexible and adapt to most any situation
• Ability to utilize technology devices, software and application, previous experience with Microsoft Office Suites and basic computer skills required
• Ability to work onsite in Charlotte NC
• Ability to travel up to 10% to Southern National field offices

Benefits

• Competitive compensation: $80,000 – $125,000 (salary + bonus + commission)

• Medical, dental, and vision insurance

• 401(k) retirement plan

• Full-time, stable leadership role

• Opportunity to build and lead a high-performing contact center team

• Work with advanced CRM, dialer, and AI automation tools

• Direct impact on lead generation performance and sales growth