Home Improvement, Sr. Call Center Manager

Every person on the planet dreams of a better home. And at LIXIL, we’re committed to making better homes a reality for everyone, everywhere. We make it happen with pioneering water and housing technology solutions. Home to world leading brands like INAX, American Standard, GROHE, TOSTEM and many more, we touch the lives of more than a billion people each day, transforming houses into homes.

Our planet is the home we all share. So how we do business matters. Our inclusive and empowering culture, entrepreneurial spirit and commitment to having a positive impact on the planet are integral to our business strategy.

LIXIL today is on a journey of transformation. The world around us is changing. Technological advances. Evolving needs. New demographics. Shifting expectations. These changes serve as opportunities for solutions to be discovered, and to unlock progress for all.

We invite you to make this journey with us. It is as challenging as it is inspiring. Together we can shape the future of living. We’re a home for growth, for imagination, for creativity. A home for your talent and ambition.

A home for everyone.

American Standard Home Services, part of LIXIL, is looking for an experienced, high-energy Leader of Contact Center Operations to direct all direct-to-consumer tele-sales and appointment setting call center operations. The Leader of Contact Center Operations will steer all
aspects of an inbound/outbound call center including the culture, sales
performance, technology, operations, and people. This is a critical role within the organization and has frequent visibility to executive leadership in the Americas Region; the position reports to the Leader of Performance Marketing..

The Leader of Contact Center Operations will have a well-established career in call center leadership, is data-driven in decision-making, looks to technology with an emphasis on AI tools, and repeatable processes to create scalability, has excellent communication skills, and is passionate about sales, growth and winning.

This is a high volume, fast-paced home improvement call center operating at scale with a nationwide footprint. The core function of the call center is to profitably schedule and dispatch homeowner appointments for field sales reps. Candidates with background in consumer-focused home improvement, home services, home security, appointment setting or any other relevant area are encouraged to apply.

Key Responsibilities:

1. Call Center Operations Management:

• Oversee the day-to-day operations of the call center, including managing both inbound and outbound call campaigns as well as all SMS and Email Customer Engagements.
• Manage team leads and individual employees to ensure performance and financial goals are met and that call center operations run smoothly.
• Implement and maintain KPIs for response times, contact rates, and other contact center related KPIs.
• Develop and manage call scripts for inbound and outbound calls, ensuring they are optimized for customer engagement and lead conversion.
• Develop employees through regular feedback, coaching, and training sessions.
• Build training and coaching programs that have high-impact and that are scalable with a growing operation.
• Review contact center and operational reports on regular basis and based on the findings, take action to improve results and make recommendations to senior management.
• Hold regular team meetings with employees to communicate performance and inspire others to improve.
• Handle human resources issues professionally and in line with company policies.
• Recruit and onboard talented, high-performing employees to work in the call center.
• Establish comprehensive incentive programs focused on retention of top-performing employees.
• Effectively manage inbound and outbound call traffic handling throughout spikes and ebbs of volume.
• Stay informed of all call-center related FTC and state directed policies and regulations, keeping the business compliant both nationally and locally.
• Determine inbound and outbound call center operational tactics and own the strategy and execution of the call center technology stack.
• Prepare and present call center performance reports and progress updates to Senior Leadership.

2. AI Tools & Automation Implementation:

• Own and accelerate the use of AI tools (such as AI Voice Agent for Inbound/Outbound Campaigns and SMS/Email Lead Nurturing and Engagement.)
• Lead deployment of AI-driven solutions for call routing, dynamic customer engagement, and tailored coaching/training.
• Regularly evaluate and optimize AI tools to ensure they are aligned with customer service goals and performance metrics.
• Leverage customer feedback and AI-driven data to continuously refine and improve call center processes.

3. Lead Generation & Nurturing:

• Oversee and optimize outbound calling campaigns, including lead generation, follow-ups, appointment setting, and scheduling.
• Utilize insights and customer data to identify and prioritize high-potential leads and develop strategies around the prioritization of them.
• Train and guide team members to effectively engage and nurture leads through best in class outreach scripting and relationship-building strategies.
• Monitor conversion rates and the overall effectiveness of lead management strategies to continuously improve results.

4. Team Leadership & Development:

• Lead, coach, and motivate a team of call center agents, ensuring high performance and engagement.
• Conduct regular performance reviews, provide constructive feedback, and identify opportunities for agent development and growth.
• Foster a high energy, positive team culture that promotes collaboration, accountability, and excellence.
• Implement and manage training programs for new hires and ongoing professional development for existing team members.

5. Performance Monitoring & Reporting:

• Define and track key performance indicators (KPIs) for the call center team, such as average handling time (AHT), Contact Rate, Set Rate, Issue Rate and Lead to Conversion Rates.
• Generate regular reports on team performance, AI tool effectiveness, lead conversion and outcomes.
• Use data-driven insights to recommend and implement process improvements to enhance customer interactions, streamline workflows, and increase efficiency.

Qualifications:

• 5+ years of related industry experience in an outbound call center environment with proven results of revenue and profit growth (inside sales, apointment setting)
• Experience supervising teams of 20+ Agents and directly managing supervisory or professional level staff in a fast-paced call center environment is strongly preferred
• Ability to lead, coach, mentor, motivate, and inspire employees to achieve performance goals
• Required experience in a consumer call center with appointment setting focus e.g. home improvement, home services, home security,  etc.
• Experience with Five9 dialer technology is strongly preferred
• Thorough understanding of Telesales Call Center operations, principles and metrics with a preferred focus on Direct-to-Consumer
• Self-starting attitude with strong motivation to get things done and exceed targets
• Basic understanding of financial reports and forecasting
• Keeps current with trends and developments in the call center and telesales regulatory environment.  
• Strong organizational, technical, problem solving and analytical skills
• Experience with Lead Perfection CRM is desirable but not required
• Strong understanding and experience using AI tools like Regal, Abstrakt or Hatch.
• Experience with predictive dialing systems, automated workflows, and AI-powered customer engagement platforms is a plus.
• Proficient in using data analytics to drive decision-making and performance optimization

The Hiring Salary Range for this position is $102,000.00- $114,000.00 annually.

(Salary offer to be determined by the applicant’s education, experience, knowledge, skills, location, and abilities, as well as internal equity and alignment with market data.)

Other Compensation (if applicable): This role will be eligible to participate in the ASHS Incentive Bonus Target.

AS, AMERICA INC. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law. Only at LIXIL’s request preferred vendors may be invited to refer talent for specific open positions. In such cases, a current and fully executed agreement with LIXIL must be in place.

Recruitment & Staffing Agencies: AS, AMERICA INC does not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to AS, AMERICA INC. or its employees is strictly prohibited unless contacted directly by AS, AMERICA INC. internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of AS, AMERICA INC. and will not owe any referral or other fees with respect thereto.