The Opportunity
We are looking for an experienced and results-driven Call Center Manager to build and lead our call center operation from the ground up. This is a rare opportunity to create systems, assemble a high-performance team, and establish an operation that directly drives revenue growth and customer trust. The role focuses on two critical objectives:
- Generating high-quality leads to drive our sales pipeline.
- Delivering exceptional customer support to enhance satisfaction and retention.
If you have the expertise to build and scale a world-class call center, we want to hear from you.
Key Responsibilities
- Build and Optimize Operations
- Design and implement a high-performing outbound call center operation, including processes, tools, and team structure.
- Drive Results
- Develop and execute strategies, scripts, and processes for lead generation and appointment scheduling.
- Enhance Customer Support
- Ensure excellence in every customer interaction through professional handling and timely resolution.
- Lead Team Development
- Build, train, and motivate a team of skilled representatives focused on achieving both lead generation and customer satisfaction KPIs.
- Performance Management
- Establish and track KPIs for call quality, lead conversion rates, appointment scheduling, and resolution times.
- Systems Optimization
- Create and refine workflows, scripts, and reporting tools to ensure consistency and efficiency.
- Cross-Departmental Collaboration
- Work closely with the sales, operations, and leadership teams to align call center objectives with business goals.
- Analytics & Reporting
- Analyze call center data and provide actionable insights for continuous improvement.
Qualifications
Required
- Bachelor’s degree in Sales, Marketing, or a related field with demonstrated sales exposure that showcases growth and the ability to learn sales systems.
OR
- 3+ years of experience in sales (cold calling or customer support).
- 2+ years of experience managing a call center or inside sales/customer service team.
- Proven track record in developing lead generation strategies with measurable results.
- Strong leadership experience in hiring, training, and team motivation.
- Demonstrated success in customer support operations.
- Proficiency with call center software and CRMs (e.g., Salesforce, HubSpot, or similar tools).
- Expert in KPI tracking, analysis, and performance improvement.
- Outstanding communication and problem-solving abilities.
Preferred
- Experience in roofing, construction, or trade-based industries.
- Bilingual in English and Spanish.
- Experience in lead scoring and inside sales workflows.
- Advanced data analysis skills.
Why Join Us
Competitive Compensation Structure
- $80,000 - $110,000 OTE (mix of base salary and performance bonuses).
- Bonuses tied to lead generation, customer satisfaction, and team performance.
Comprehensive Benefits Package
- Healthcare coverage.
- 401(k) plan.
- Paid time off (PTO).
- Company expense card.
- Professional development opportunities.
Location and Work Schedule
- Location: Based at our headquarters in Tempe or Tucson.
- Work Schedule: Full-time with flexibility to optimize team performance.
- Significant autonomy in designing and executing strategies.
- Modest office environment with state-of-the-art call center technologies.
- Collaborative workspace promoting team engagement and performance.