The Call Center Manager will lead and support a high-volume outbound calling team, focusing on cold calling, lead rehash, and inbound call overflow. They are responsible for monitoring team performance, coaching representatives, and ensuring efficient lead follow-up and conversion.
About the Role
We are seeking an experienced Call Center Manager to lead and support a high-volume outbound calling team. This position will focus primarily on outbound cold calling, lead rehash, and inbound call overflow, while ensuring the team consistently meets performance and quality expectations.
The ideal candidate is an experienced call center leader who is comfortable managing high call volumes, monitoring team performance, coaching representatives, and maintaining accountability in a fast-paced environment.
This is a hands-on leadership position for someone who can identify opportunities for improvement, motivate a team, and ensure calls and leads are being handled efficiently and professionally.
Responsibilities
Manage and oversee a high-volume outbound call center team
Lead primarily outbound cold-calling campaigns and lead rehash efforts
Manage and monitor inbound call overflow as needed
Set daily, weekly, and monthly team performance expectations
Monitor call volume, activity, conversion rates, and overall team performance
Track individual representative performance and identify areas for improvement
Coach, train, and develop call center representatives
Conduct call reviews and provide constructive feedback
Ensure representatives follow established calling procedures and scripts
Monitor lead follow-up and ensure opportunities are properly rehashed
Ensure timely and consistent follow-up on assigned leads
Help improve call quality, appointment-setting, and conversion performance
Manage schedules, attendance, and daily team coverage
Identify performance issues and implement corrective action plans when necessary
Maintain accurate records and reporting on team activity and results
Communicate performance updates and challenges to leadership
Work closely with sales and operations teams to ensure smooth lead handoffs
Maintain accurate information within the CRM and calling systems
Help identify process improvements to increase efficiency and team productivity
Ensure inbound and outbound calls are handled professionally and consistently
Proactively identify issues that may impact team performance and recommend solutions
Qualifications
3+ years of experience managing high-volume call center teams
Proven experience managing outbound cold-calling teams
Experience with lead rehash, lead follow-up, or appointment-setting campaigns
Experience managing inbound call overflow is preferred
Previous experience as a Call Center Manager, Team Lead, Supervisor, or similar leadership role
Strong understanding of call center performance metrics and KPIs
Experience coaching and developing call center representatives
Strong leadership, communication, and problem-solving skills
Excellent written and verbal English communication
Strong organizational and time-management skills
Ability to manage multiple priorities in a fast-paced environment
Comfortable working with performance data and reporting
Experience with RingCentral strongly preferred
Experience with AccuLynx is a plus
Comfortable working with CRM systems and other communication platforms
Reliable internet connection and quiet work environment
Ability to work independently while maintaining consistent communication with U.S.-based leadership
Construction, home improvement, or sales industry experience is a plus
Key Performance Areas
The successful candidate will be responsible for helping the team improve and maintain:
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
