Call Center Manager

BCI Acrylic Inc.; Litchfield Park (AZ); On-site; USD 60,000 - 85,000; Full time

Job summary

APEX Windows & Bath in Tolleson, AZ is seeking an experienced, high-energy Call Center Manager to lead our outbound appointment-setting team. We value energy, enthusiasm, and measurable results, not a stuffy environment.

You will coach in real time, monitor KPIs, own appointment quality, and develop your people while maintaining accountability and a positive, energetic culture that motivates the floor.

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 with accountability
• Understanding of call-center KPIs and conversion metrics
• Experience listening to and evaluating calls for quality and effectiveness
• Ability to identify problems, develop solutions and measure results
• Leadership style that earns respect
• Hands-on experience with Lead Perfection and/or Five9 is a major plus

Responsibilities

• Lead the Floor: Create an energetic, positive and productive environment
• Coach in Real Time: Listen to calls, provide feedback, role-play objections and develop skills
• Own Appointment Quality: Ensure appointments are properly set and opportunities are optimal
• Master the Metrics: Monitor KPIs and use data to improve performance
• Create Accountability: Establish expectations and address issues quickly
• Develop Your People: Identify strengths/weaknesses and coach accordingly
• Bring the Energy: Run contests and team activities to make goals fun
• Lead by Example: Jump on the phones when needed to demonstrate best practices

Job description

CALL CENTER MANAGER

Director of First Impressions & High Fives
Location: Tolleson, AZ

APEX Windows & Bath is looking for an experienced, high-energy Call Center Manager to lead our outbound appointment-setting team.

We believe a successful call center doesn't have to be a stuffy, rigid environment. We want energy. We want enthusiasm. We want people celebrating wins and enjoying coming to work. But we also want results. We're looking for a leader who understands that a great call center isn't measured simply by how many appointments are set. It's measured by the quality of those appointments and what ultimately happens in the home. If you know how to motivate a room, coach people, hold a team accountable and use numbers to improve performance, we want to talk to you.

What You'll Be Doing

• 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: Make sure appointments are properly set, expectations are clearly established, and our Sales Representatives receive the best opportunities possible.
• Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates, appointment quality, sit rates and conversion trends. Don't just report the numbers - use them to improve performance.
• Create Accountability: Establish clear expectations, recognize strong performance and address problems quickly and directly.
• Develop Your People: Identify strengths and weaknesses within the team and coach each person accordingly.
• Bring the Energy: Run contests, spiffs and team activities that make achieving goals fun and rewarding.
• Lead by Example: When necessary, get on the phones, handle difficult situations and show the team what great sounds like.

What You Bring to APEX

• Proven experience managing an outbound call center, inside-sales team or appointment-setting operation
• Strong coaching and people-development skills
• The ability to balance enthusiasm and empathy with accountability
• A strong understanding of call-center KPIs and conversion metrics
• Experience listening to and evaluating calls for quality and effectiveness
• The ability to identify problems, develop solutions and measure the results
• A leadership style that earns respect rather than simply demanding it
• Hands-on experience with Lead Perfection and/or Five9 is a major plus

The Person We're Looking For

We're not looking for someone to simply manage schedules and watch a dashboard. We're looking for someone who can lead people and improve performance.

You should be comfortable celebrating a record-setting day - and equally comfortable having a direct coaching conversation when expectations aren't being met. You should enjoy developing people, solving problems and figuring out why the numbers are doing what they're doing. Most importantly, you should understand that our Call Center creates the first impression of APEX and plays a critical role in everything that happens afterward.

Why APEX?

APEX Windows & Bath has served homeowners for more than 30 years. We believe in working hard, treating people well and creating opportunities for talented people to succeed.

You'll be joining a company that is investing in its people, its processes and its future.

We offer a competitive base salary plus performance-based incentives tied to the success of your team.

If you're looking for an opportunity where you can build a great team, make measurable improvements and have a real impact on the business, we'd like to meet you.