Call Center Leader - Inspire Teams, Optimize Appointments

Lori K Bath, LLC.; Valparaiso (IN); On-site; USD 51,000 - 63,000; Full time

Benefits offered by this job

Commission Eligible

Job summary

Lori K Bath, LLC. is seeking an experienced Call Center Manager to lead inbound, outbound, and scheduling operations in Northwest Indiana.

This hands-on leadership role requires coaching a team, managing performance, and driving process improvements to deliver strong customer service and results. Ideal candidates have at least four years in call center or customer service roles, with leadership experience and familiarity with CRM and reporting tools.

Qualifications

• Minimum of four years of customer service, office, or call center experience.
• Previous call center management or team leadership experience preferred.
• Experience with remodeling industry is preferred.

Responsibilities

• Lead, coach, and manage the call center team.
• Oversee inbound calls, outbound lead follow-up, and appointment scheduling.
• Ensure leads are contacted promptly and professionally.
• Monitor KPIs such as call volume, contact rates, appointment setting, and confirmations.
• Establish performance expectations for individuals and the team.
• Provide ongoing coaching, feedback, and training from calls reviewed.
• Schedule employees to ensure coverage, including Saturdays.
• Coordinate free in-home consultations for the sales team.
• Track results using CRM and reporting systems.
• Maintain accurate customer records and lead statuses.
• Plan future follow-up and lead-rehash campaigns.
• Identify workflow issues and implement improvements.
• Collaborate with sales, marketing, and leadership to improve lead quality.
• Handle escalated customer concerns professionally.
• Assist with calls during peak times.

Skills

Leadership

Coaching

Communication

Performance management

Scheduling

Tools

CRM platforms

Google Workspace

Reporting systems

Job description

Lori K Bath, LLC. is seeking an experienced Call Center Manager to lead inbound, outbound, and scheduling operations in Northwest Indiana.

This hands-on leadership role requires coaching a team, managing performance, and driving process improvements to deliver strong customer service and results. Ideal candidates have at least four years in call center or customer service roles, with leadership experience and familiarity with CRM and reporting tools.