Call Center Leader: Drive Quality, Energy & Wins

BCI Acrylic Inc.; Mesa (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

APEX Windows & Bath is seeking an experienced Call Center Manager to lead an outbound appointment-setting team from Tolleson, AZ. You will drive performance with energy, coaching, and a focus on the quality of appointments and customer outcomes.

The role requires motivating a team, coaching in real time, and using numbers to improve results while maintaining a fun, engaging work environment. If you lead by example and deliver measurable improvements, we want to talk to you.

Qualifications

• Proven experience managing an outbound call center or appointment-setting team.
• Strong coaching and people-development skills.
• Balance enthusiasm with accountability and KPI focus.
• Experience with call center KPIs and conversion metrics.

Responsibilities

• Lead the Floor: Create an energetic, positive and productive environment where people want to perform.
• Coach in Real Time: Listen to calls, provide immediate feedback, role-play objections and continuously develop your team's skills.
• Own Appointment Quality: Ensure appointments are properly set and opportunities are strong.
• Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates, appointment quality and trends.
• Create Accountability: Establish clear expectations, recognize strong performance and address problems quickly.
• Develop Your People: Identify strengths and weaknesses and coach accordingly.
• Bring the Energy: Run contests and team activities to make goals enjoyable.
• Lead by Example: Join the phones when needed and demonstrate best practices.

Skills

Outbound call center management

Coaching & people development

KPI & metrics literacy

Leadership & accountability

Call quality evaluation

Tools

Five9

Lead Perfection

Job description

APEX Windows & Bath is seeking an experienced Call Center Manager to lead an outbound appointment-setting team from Tolleson, AZ. You will drive performance with energy, coaching, and a focus on the quality of appointments and customer outcomes.

The role requires motivating a team, coaching in real time, and using numbers to improve results while maintaining a fun, engaging work environment. If you lead by example and deliver measurable improvements, we want to talk to you.