Call Center Manager

We're a marketing agency specializing exclusively in the roofing industry, and we're hiring a Call Center Manager to lead our team of appointment setters and inside sales agents. You'll own team performance — coaching reps, tracking metrics, and improving processes to keep booking rates and call quality high.

What you'll do:

• Manage and coach a team of appointment setters/ISAs

• Monitor call quality and performance metrics (close rates, show rates, call volume)

• Run team meetings and ongoing training

• Handle escalations and resolve process issues

• Report team performance to leadership

• Identify opportunities to improve scripts, workflows, and conversion rates

• Prior experience managing a call center or sales team

• Strong leadership and coaching skills

• Comfortable with performance metrics and CRM reporting

• Calm under pressure and able to handle escalations

• Excellent communication skills

• Remote, full-time role

• Competitive pay (based on experience)

• Leadership role with direct impact on team performance

• Supportive team environment