Call Center Manager

TORQ Coatings; Lombard (IL); On-site; USD 85,000 - 110,000; Full time

Job summary

TORQ Coatings is seeking a driven Contact / Call Center Manager to lead the front line of our customer experience. This role requires active participation on the phones, coaching the team, and building a high-performance center culture.

The successful candidate will work closely with the Director of Business Operations and sales, marketing, and production teams to improve communication, appointment flow, and customer experience as the company grows.

Qualifications

• Leadership experience in inside sales, call center, or customer service environments preferred.
• Strong communication and organizational skills.
• Ability to multitask in a fast-paced environment.
• Willingness to lead from the front by actively working with the team.
• Coachable, competitive, and team-oriented mindset.

Responsibilities

• Lead and manage daily contact center operations.
• Coach and develop call center representatives and inside sales team members.
• Lead from the front by actively working on the phones alongside the team.
• Help establish KPIs and monitor performance.
• Collaborate with the Director of Business Operations to improve workflows and reporting.
• Oversee appointment scheduling and follow-up processes.

Skills

Leadership

Communication

Organization

Multitasking

Frontline leadership

Job description

TORQ Coatings

Position Overview

TORQ Coatings is looking for a driven, organized, and high-energy Contact / Call Center Manager to lead the front line of our customer experience. This is a working leadership role designed for someone who is willing to lead from the front, stay involved in the day-to-day operation, and help build a high-performance contact center culture.

This role is not designed for someone who simply manages from a desk. We are looking for someone willing to stay active on the phones, work directly with the team, and lead through action. The best leaders in this role will learn the business by doing the work, understanding the customer journey firsthand, and helping improve the process as we grow.

This individual will work closely with the Director of Business Operations, sales leadership, marketing, and production teams to help improve communication, appointment flow, operational efficiency, and overall customer experience throughout the organization.

This role is expected to evolve as the company grows. Responsibilities, leadership opportunities, and department structure will continue to develop over time based on company needs, performance, and the individual’s ability to help build and lead the operation.

Key Responsibilities

Leadership & Team Development

• Lead and manage daily contact center operations
• Coach and develop call center representatives and inside sales team members
• Lead from the front by actively working on the phones alongside the team
• Help create accountability, structure, and positive team energy
• Assist with hiring, onboarding, and training new team members
• Improve scripts, communication standards, and customer interactions
• Help establish and maintain KPIs for the department

Contact Center Operations

• Manage inbound and outbound customer communication
• Schedule qualified in-home consultation appointments for the sales team
• Make appointment confirmation calls to reduce cancellations and no-shows
• Assist with appointment reschedules and calendar management
• Follow up with unsold estimates, old leads, and rehash opportunities
• Manage lead flow from calls, web forms, Facebook, Google, text, chat, and marketing campaigns
• Help improve speed-to-lead and overall customer communication standards
• Maintain organization and pipeline management inside Builder Prime and company systems
• Work alongside the Director of Business Operations to improve workflows, SOPs, reporting, and operational execution

Customer Experience

• Deliver a strong first impression for every homeowner
• Ensure customers feel informed, cared for, and communicated with throughout the process
• Handle escalated customer concerns professionally and efficiently
• Assist with review generation and referral opportunities
• Work closely with sales and production teams to ensure smooth customer handoff and communication

Reporting & KPIs

• Monitor and report on:
• Appointment set rate
• Contact rate
• Cancel rate
• Speed-to-lead
• Follow-up performance
• Customer satisfaction
• Help leadership identify operational improvements and opportunities for growth
• Assist the Director of Business Operations with reporting and performance tracking

Qualifications

• Previous leadership, inside sales, call center, or customer service experience preferred
• Strong communication and organizational skills
• Ability to multitask in a fast-paced environment
• Positive attitude with a willingness to learn and grow
• Comfortable leading while actively participating in daily operations
• Strong problem-solving and people skills
• Home service experience is a plus but not required
• Coachable, competitive, and team-oriented mindset

Growth Opportunity

This role is designed for someone looking to grow into larger leadership opportunities over time. We are looking for someone who wants to help build systems, develop people, and grow with the company as we expand into new markets.

The position will continue to evolve as TORQ grows, creating opportunities for additional leadership responsibilities, department oversight, and operational involvement.

About TORQ Coatings

At TORQ Coatings, we specialize in premium concrete coating systems for garages, basements, patios, and commercial spaces. We are building a company centered around customer experience, communication, speed, and delivering a world-class process from first contact to final walkthrough.

If you are someone who enjoys leadership, loves helping people, and wants the opportunity to build something meaningful while growing your career, we’d love to hear from you.