Call Center Manager

About the Position

We are seeking an experienced, highly organized, and results-driven Call Center Manager to build, lead, and optimize our outbound call center operations.

This individual will be responsible for managing call center representatives, developing effective lead-generation strategies, overseeing appointment scheduling, maintaining accurate CRM records, and driving measurable performance.

The ideal candidate is a hands-on leader with strong call center management experience, excellent analytical skills, and the ability to develop scalable processes that support company growth.

Key Responsibilities

Call Center Leadership & Operations

• Build, manage, and continuously improve daily call center operations.
• Recruit, onboard, train, and coach call center representatives.
• Establish daily calling priorities, performance expectations, and accountability measures.
• Conduct regular team meetings, performance reviews, and individual coaching sessions.
• Develop call scripts, training materials, and standardized operating procedures.
• Ensure consistent call center coverage and efficient appointment scheduling.

Lead Generation & Appointment Management

• Oversee outbound calling campaigns to generate qualified appointments for insurance inspections and retail home improvement estimates.
• Identify, evaluate, and manage quality lead sources and calling lists.
• Monitor lead quality, appointment conversion rates, and follow-up activity.
• Coordinate with sales leadership to ensure appointments are properly scheduled, tracked, and completed.
• Maintain accurate lead records, call dispositions, and appointment outcomes.
• Optimize calling strategies to improve contact rates and appointment performance.

Performance Tracking & Reporting

• Monitor daily call volume, representative productivity, appointment conversion rates, and no-show rates.
• Review daily and weekly call center performance reports.
• Maintain individual representative scorecards and identify coaching opportunities.
• Provide weekly performance updates to company leadership.
• Develop automated reporting tools and dashboards to track department performance.

Systems Management & Process Improvement

• Oversee the administration and optimization of RingCentral, RingCX, and related communication systems.
• Maintain accurate customer and appointment records within AccuLynx CRM.
• Identify opportunities to improve workflows through automation, AI tools, and system integrations.
• Develop and maintain comprehensive Call Center Standard Operating Procedures (SOPs).
• Ensure calling lists, CRM records, and reporting systems remain accurate and organized.
• Collaborate with sales, marketing, and operations teams to improve efficiency and customer experience.

Quality Assurance & Compliance

• Monitor call quality, representative performance, and adherence to company standards.
• Ensure compliance with applicable telemarketing regulations, including Do Not Call requirements.
• Review call outcomes, lead classifications, and appointment records for accuracy.
• Identify operational issues and implement corrective action.
• Maintain a high standard of professionalism and customer communication.

Qualifications

• 3–5+ years of experience in call center operations, outbound sales, telemarketing, or appointment setting.
• 2+ years of experience managing or supervising a call center team.
• Demonstrated success improving call center productivity, appointment conversion, and team performance.
• Strong leadership, coaching, and team-development skills.
• Experience managing outbound calling campaigns and lead-generation strategies.
• Proficiency with CRM platforms, call center software, and performance reporting tools.
• Experience with RingCentral, RingCX, AccuLynx, or similar platforms preferred.
• Strong analytical, organizational, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to work independently, manage competing priorities, and meet performance objectives.
• Experience in construction, home improvement, roofing, or insurance restoration is a plus.

Performance Expectations

Success in this position will be measured by the ability to develop a productive, efficient, and scalable call center operation.

Key performance objectives include:

• Supporting representative productivity targets of approximately 200–300 outbound dials per day.
• Driving an average of 2–4 qualified appointments per representative per day.
• Maintaining accurate CRM records and complete call dispositions.
• Improving appointment completion rates and minimizing no-shows.
• Delivering consistent, accurate weekly reporting.
• Developing documented processes that support long-term operational growth.

Compensation & Performance Bonus

Base Compensation: $50,000–$60,000 annually, based on experience and qualifications.

In addition to base compensation, this position offers the opportunity to earn up to $30,000 in annual performance-based bonuses, subject to the terms of the applicable compensation agreement.

The bonus structure is designed to reward strong call center performance and measurable contributions to company growth.

• Monthly Performance Targets: Bonuses are earned based on achieving established monthly targets for qualified appointments that are successfully completed.
• Tiered Bonus Structure: Performance is evaluated against Threshold, Target, and Stretch achievement levels, with increasing bonus opportunities at each tier.
• Quarterly Bonus Payments: Earned and approved bonuses are paid quarterly, subject to the terms of the applicable agreement.
• Additional Quarterly Incentive: An additional bonus opportunity is available for consistently meeting or exceeding monthly performance targets throughout a quarter.

Bonus eligibility is subject to appointment qualification standards, accurate reporting, compliance requirements, leadership approval, and the terms of the applicable compensation agreement. Bonuses are not guaranteed.

Why Join Omari Construction?

• Competitive annual base compensation with performance-based earning potential.
• Opportunity to build and lead a growing call center department.
• Direct collaboration with company leadership.
• Ability to implement innovative systems, processes, and strategies.
• Remote work arrangement with ownership over operational results.
• Opportunity to make a measurable impact on company growth and sales performance.

Join Omari Construction and help build a high-performing call center that drives growth, accountability, and exceptional customer experiences.