Call Center Manager - B2C
On-siteRaleigh, North Carolina, United States
Job Summary
Lead and motivate the call center team while overseeing day-to-day operations to ensure the team meets or exceeds KPIs. Develop and implement call center strategies to optimize efficiency, productivity, and sales, and make rehash calls weekly. Recruit, hire, and train call center personnel, providing ongoing coaching, mentoring, and performance feedback. Monitor and analyze call center metrics and reports to identify trends, address performance gaps, and implement process improvements. This role supports a growing exterior remodeling company serving homeowners throughout North Carolina, focusing on building scalable systems for long-term growth.
Required Qualifications
- 2-5+ years of call center or inside sales leadership experience within the home improvement industry
- Proven ability to coach, mentor, and develop employees
- Experience implementing and training call center processes and systems
- Experience with data management and data analysis
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