Call Center Manager

Storm Guard Roofing; Kentucky; On-site; USD 50,000 - 75,000; Full time

Job summary

Storm Guard Roofing of Madison seeks an experienced and motivated Call Center Manager to lead our inside sales and appointment-setting team. This role is ideal for someone who enjoys coaching others, driving performance, improving systems, and helping customers connect with solutions that improve their homes.

You’ll play a critical role in managing daily call center operations, developing team members, improving lead conversion, and ensuring every customer interaction reflects the high standards

Qualifications

• Experience in inside sales, appointment setting, or call center operations.
• Experience coaching or leading team members.
• Proficiency with CRM systems and Microsoft Office or Google Workspace.

Responsibilities

• Manage daily call center operations and lead the inside sales/appointment-setting team.
• Coach staff, review calls, provide feedback, and improve lead conversion.
• Ensure accurate CRM documentation and smooth handoffs with the sales team.

Skills

Inside sales

Appointment setting

Call center operations

Coaching

Lead conversion

Team development

Communication

CRM proficiency

Tools

CRM systems

Microsoft Office

Google Workspace

Salesforce

HubSpot

JobNimbus

ServiceTitan

Job description

Storm Guard Roofing of Madison is seeking an experienced and motivated Call Center Manager to lead our inside sales and appointment-setting team. This role is ideal for someone who enjoys coaching others, driving performance, improving systems, and helping customers connect with solutions that improve their homes.

You’ll play a critical role in managing daily call center operations, developing team members, improving lead conversion, and ensuring every customer interaction reflects the high standards of the Storm Guard brand.

Compensation

$50,000-$75,000/year + performance bonuses (based on experience and results)

WANT TO KNOW MORE ABOUT OUR TEAM?

Storm Guard has spent over two decades building a reputation not just for quality work, but for a culture of care, commitment, and community involvement. When you join our team, you become part of a family that believes in supporting one another, developing talent, and creating opportunities for advancement. We prioritize integrity, teamwork, accountability, and service in everything we do, while also giving back through charitable initiatives, local partnerships, and meaningful community engagement.

At Storm Guard, we believe great people are built, not just found. While experience is valued, we place equal importance on character, work ethic, and a willingness to learn. Through training, mentorship, and ongoing support, we invest in the personal and professional growth of our team members, making Storm Guard a place where you can build a meaningful, long-term career while making a positive impact both inside and outside the workplace.

DOES THIS SOUND LIKE YOU?

Your day as a Call Center Manager begins by reviewing team performance, monitoring lead activity, and ensuring your representatives are set up for success. Throughout the day, you coach team members, review calls, provide feedback, and help improve conversion rates while maintaining a positive and supportive culture. You lead by example, stepping in when needed to assist with customer conversations and ensure every lead receives a professional experience.

As leads move through the sales process, you work closely with the sales team to ensure smooth handoffs, accurate CRM documentation, and consistent follow-up. Behind the scenes, you analyze performance metrics, identify opportunities for improvement, refine processes, and help develop the next generation of leaders within the organization. Every action you take helps strengthen team performance, customer satisfaction, and company growth.

We ask that you meet the following requirements:

• Experience in inside sales, appointment setting, call center operations, customer service leadership, or a related field
• Experience coaching, mentoring, or leading team members
• Strong communication and relationship-building skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and problem-solving abilities
• Comfortable tracking performance metrics and maintaining accountability
• Proficiency with CRM systems and Microsoft Office or Google Workspace
• Positive attitude, professionalism, and a customer-first mindset

Preferred qualifications (don't be discouraged if you don't meet these preferences-we will train the right person!):

• Previous call center leadership experience
• Experience in appointment setting or inside sales
• Experience reviewing calls and coaching performance
• CRM experience (Salesforce, HubSpot, JobNimbus, ServiceTitan, or similar)
• Experience in roofing, construction, restoration, home services, HVAC, solar, or related industries

We look forward to getting to know you!