Call Center Manager

Carolina Home Remodeling, LLC; Charlotte (NC); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Monthly bonus opportunities

Job summary

Carolina Home Remodeling, LLC is seeking a Call Center Manager to lead our appointment-setting team on-site in Charlotte, NC. You will staff, coach, and manage daily operations while administering the department’s software systems, including Lead Perfection, RingCentral, and Hatch.

Strong leadership and problem-solving skills are essential to drive KPIs and optimize processes. The role offers a competitive salary and monthly bonus opportunities based on established KPIs.

Qualifications

• Experience leading call center, inside sales, or appointment-setting teams.
• Experience administering CRM, telephone, or automated messaging platforms.
• Lead Perfection, RingCentral, and Hatch administration experience preferred.
• Strong leadership, coaching, reporting, and problem-solving skills.
• Comfortable learning and troubleshooting business technology.

Responsibilities

• Recruit, train, schedule, coach, and manage call center employees.
• Drive team performance against appointment-setting and other KPIs.
• Monitor calls and ensure adherence to scripts and procedures.
• Oversee appointment scheduling, lead assignments, and data accuracy.
• Administer Lead Perfection, RingCentral, Hatch, and related systems.
• Manage users, permissions, campaigns, templates, workflows, and reporting.
• Troubleshoot basic system issues and coordinate with software vendors as needed.
• Review performance reports and identify automation opportunities.

Skills

Call center management

Leadership

Coaching

Performance measurement

CRM administration

Technical troubleshooting

Tools

Lead Perfection

RingCentral

Hatch

Job description

Carolina Home Remodeling is seeking a Call Center Manager to lead our appointment-setting team. This role is responsible for staffing, coaching, performance, daily operations, and administration of the department’s soft-ware systems. Experience with Lead Perfection, RingCentral, and Hatch is strongly preferred.

Key Responsibilities

• Recruit, train, schedule, coach, and manage call center employees.
• Drive team performance against appointment-setting and other established KPIs.
• Monitor calls and ensure employees follow approved scripts, processes, and confirmation procedures.
• Oversee appointment scheduling, lead assignments, customer records, and data accuracy.
• Administer Lead Perfection, RingCentral, Hatch, and related call center systems.
• Manage users, permissions, call routing, campaigns, templates, workflows, and reporting.
• Troubleshoot basic system issues and coordinate with software vendors when needed.
• Review performance reports and identify opportunities for automation and process improvement.
• Maintain adequate staffing and operational coverage.
• Follow company policies and complete other duties as assigned.

Qualifications

• Call center, inside sales, or appointment-setting management experience.
• Experience administering CRM, telephone, or automated messaging platforms.
• Lead Perfection, RingCentral, and Hatch administrative experience preferred.
• Strong leadership, coaching, reporting, and problem-solving skills.
• Comfortable learning and troubleshooting business technology.

Schedule

The call center operates Monday–Friday from 8:00 a.m.–7:00 p.m. and Saturday from 8:00 a.m.–4:30 p.m. The Call Center Manager is responsible for managing operations and ensuring adequate team coverage during operating hours. The schedule may vary based on business and staffing needs.

Physical Requirements

This office-based position requires regular computer and telephone use. The employee must be able to lift more than 20 pounds, reach above and below shoulder level, navigate uneven surfaces, and climb steps. Reasonable accommodations may be provided.

Equal Opportunity Employer

Carolina Home Remodeling is an equal opportunity employer. Employment decisions are made without regard to any legally protected characteristic.

Location

This position is based on site at Carolina Home Remodeling’s main office: 372 Crompton Street, Charlotte, NC 28273

Reports To: Marketing Manager

Classification: Exempt

Salary Position with Monthly bonus opportunities when established KPIs are met.

Pay: $80,000.00 - $90,000.00 per year plus bonus opportunities