Call Centre Manager & Trainer – Appointment Setting

Solar Surge Australia Pty Ltd; Gold Coast City; On-site; AUD 90,000 - 120,000; Full time

Job summary

Solar Surge Australia Pty Ltd on the Gold Coast seeks a hands-on Call Centre Manager & Trainer to own our appointment setting operation. This role demands active leadership, training, coaching, and accountability to lift lead-to-booking conversions.

You will guide the team through process mastery, onboarding, and ongoing performance reviews while ensuring high-quality booked appointments. You will work with CRM and AI-driven monitoring tools, driving daily performance transparency and coaching

Qualifications

• Proven experience in call centre management.
• Experience leading appointment setting or outbound sales teams.
• Strong training and coaching background with measurable results.
• Proven ability to improve lead-to-booking conversion rates.
• Comfort with script development, role-play and objection handling.
• Experience using CRM and AI-assisted monitoring tools.

Responsibilities

• Own the performance of the appointment setting team.
• Train, onboard and coach new staff.
• Run daily/weekly team meetings and structured training sessions.
• Monitor and coach calls using CRM and AI tools.
• Drive conversion rates and hold team to targets and quality standards.
• Provide daily updates on performance to leadership.
• Identify where leads go cold or bookings are lost and fix.

Skills

Call Centre Leadership

Training & Coaching

Performance Management

Lead-to-Booking Conversion

Script & Role-Play

CRM Monitoring

Feedback & Accountability

Objection Handling

Tools

CRM

AI Monitoring Tools

Job description

Call Centre Manager & Trainer – Appointment Setting

Solar Surge Australia is growing quickly, and we are looking for a serious call centre leader to take full ownership of our appointment setting operation.

This is not a comfortable call centre management role.

This is a hands-on leadership position for someone who lives and breathes conversion numbers, holds people accountable and makes things happen.

We want someone who can take control of training, coaching, performance and daily management of our appointment setting team, so the business converts far more of the huge volume of leads we already generate into quality booked appointments.

You will be responsible for making sure one thing happens every single day:

Accountable for team results, individual performance, and driving lead-to-booking conversion up across the board.

The role

You will own the performance of our appointment setting team.

That includes:

Learning and mastering our appointment setting process and script

Becoming the lead trainer for the appointment setting team

Training and onboarding every new team member

Running daily and weekly team meetings and structured training sessions

Conducting objection-handling, script and role-play training

Monitoring calls through our CRM and AI call monitoring tools

Giving the team direct and practical feedback

Identifying exactly where leads are going cold or bookings are being lost

Improving lead-to-booking conversion rates across the team

Holding the team accountable to call volume, booking targets and quality standards

Running regular one-on-one performance meetings

Managing underperformance quickly and directly

Staying across every team member's numbers daily

Providing daily conversion and booking updates to leadership

Making sure the high volume of leads coming through the business is fully worked, not wasted

Working with the sales team to make sure booked appointments are high quality and well set up for a close

The person we want

We want someone who is committed to achieve results.

Someone who is proactive, direct, organised and relentless about performance.

You are not someone who waits for problems to be brought to you.

You know:

Who is performing

Who is falling behind

Which calls aren't converting

Why leads are going cold

What needs to happen next

Who is responsible for making it happen

You take ownership. You follow things through. You do not accept excuses, poor follow-up or a lack of urgency.

You must be:

An exceptional trainer and coach

Strong at objection handling and phone-based conversion

Highly accountable

Confident managing a small team of strong personalities

Comfortable having direct performance conversations

Obsessed with call and conversion statistics

Able to turn numbers into action

Capable of improving both average and high-performing team members

Focused on outcomes, not just hours worked

Able to build a genuinely high-performing, collaborative team culture

Our culture

This is not a cold, corporate call centre.

Solar Surge Australia is built on a genuinely collaborative team culture — real support from leadership, real accountability, and a team that backs each other to win.

Good people stick around here because they actually want to be part of what we're building.

Systems and support

You will have access to:

CRM and AI-powered call monitoring and coaching tools

An established appointment setting script and process

Training resources and structured onboarding materials

Call recordings for coaching and quality review

A high volume of leads already generated by the business

Support from the wider sales, marketing and operations team

The systems are already in place. We need someone who can take control of them, enforce them, improve them and drive serious results.

Experience

You must have proven experience in one or more of the following:

Call centre management

Appointment setting or outbound sales team leadership

Sales or call centre training

Managing and coaching phone-based teams

Solar, home improvement or high-volume lead generation environments (highly regarded, not essential)

We care about what you have achieved. We want to know:

How many people you have trained

How you improved conversion rates

How you teach objection handling and coach a team

How you hold your team accountable

How you deal with underperformance

How you have used CRM or AI tools to lift performance

How you have built a strong, collaborative team culture

Solar Surge Australia is a quality-driven solar retailer based on the Gold Coast, specialising in residential solar and battery systems. We manage the entire journey — from consultation and finance to installation, grid connection, and post-sale support. Our focus is on delivering high-performance, long-lasting systems that actually save customers money.

We don’t cut corners, we don’t push cheap gear, and we pride ourselves on clear communication and great customer outcomes. As we scale, we’re building a team of motivated professionals who want to grow with us.

Solar Surge Australia is a quality-driven solar retailer based on the Gold Coast, specialising in residential solar and battery systems. We manage the entire journey — from consultation and finance to installation, grid connection, and post-sale support. Our focus is on delivering high-performance, long-lasting systems that actually save customers money.

We don’t cut corners, we don’t push cheap gear, and we pride ourselves on clear communication and great customer outcomes. As we scale, we’re building a team of motivated professionals who want to grow with us.

What can I earn as an Appointment Setter