Call Center Leader: Coach, Motivate & Optimize Appointments

BCI Acrylic Inc.; Phoenix (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

APEX Windows & Bath is seeking an experienced Call Center Manager to lead our outbound appointment-setting team in Tolleson, AZ. You will create an energetic, high-performance environment focused on quality appointments and measurable results.

You'll coach in real time, monitor KPIs, and drive accountability while developing people and celebrating wins. The role blends leadership with hands-on involvement on the floor to model excellent communication and customer engagement.

Qualifications

• Proven experience managing an outbound call center, inside-sales team or appointment-setting operation.
• Strong coaching and people-development skills.
• Ability to balance enthusiasm with accountability.
• Solid understanding of call-center KPIs and conversion metrics.
• Experience listening to and evaluating calls for quality and effectiveness.

Responsibilities

• Lead the Floor: create an energetic, positive and productive environment.
• Coach in Real Time: listen to calls, provide immediate feedback and role-play objections.
• Own Appointment Quality: ensure appointments are properly set and opportunities are strong.
• Master the Metrics: monitor KPIs, dialer activity, set rates, confirmation and conversion trends.
• Create Accountability: establish clear expectations and address problems quickly.
• Develop Your People: identify strengths and coach accordingly.
• Bring the Energy: run contests and team activities to make goals fun.
• Lead by Example: join on the phones when needed and model great performance.

Skills

Coaching and people-development

Leadership

Call center KPIs

Motivation and accountability

Problem solving

Tools

Lead Perfection

Five9

Job description

APEX Windows & Bath is seeking an experienced Call Center Manager to lead our outbound appointment-setting team in Tolleson, AZ. You will create an energetic, high-performance environment focused on quality appointments and measurable results.

You'll coach in real time, monitor KPIs, and drive accountability while developing people and celebrating wins. The role blends leadership with hands-on involvement on the floor to model excellent communication and customer engagement.