Call Center Leader: Elevate Appointments & Team Performance

Bath Concepts Independent Dealers; Avondale (AZ); On-site; USD 60,000 - 90,000; Full time

Job summary

APEX Windows & Bath in Tolleson, AZ is seeking an experienced Call Center Manager to lead our outbound appointment-setting team. We value energy, enthusiasm and results, building a supportive but performance-driven environment.

Lead, coach and develop the team, monitor KPIs and ensure high-quality appointments. You will motivate, coach in real time, and drive accountability to improve conversion and home outcomes. Join a company that celebrates wins and delivers strong performance.

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 and empathy with accountability.
• 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 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 our Sales Representatives receive strong opportunities.
• Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates and conversion trends to drive improvements.
• Create Accountability: Establish clear expectations, recognize performance and address issues quickly.

Job description

APEX Windows & Bath in Tolleson, AZ is seeking an experienced Call Center Manager to lead our outbound appointment-setting team. We value energy, enthusiasm and results, building a supportive but performance-driven environment.

Lead, coach and develop the team, monitor KPIs and ensure high-quality appointments. You will motivate, coach in real time, and drive accountability to improve conversion and home outcomes. Join a company that celebrates wins and delivers strong performance.