Call Center Manager

Wise Choice Remodeling; Los Angeles (CA); On-site; USD 90,000 - 105,000; Full time

Job summary

Wise Choice Remodeling in Los Angeles is seeking a hands‑on Call Center Manager to lead a 15–20 person team focused on outbound and inbound lead outreach and appointment setting. You will own the tech stack, including calling, SMS, CRM workflows, and AI tools, ensuring the team delivers qualified appointments for the sales floor.

The role is full‑time, on‑site at our Los Angeles office. You will drive KPIs, coaching, and performance dashboards to optimize show rates, conversion and pipeline

Qualifications

• 5+ years managing call centers or inside sales ops.
• Tech savvy; configure contact center platforms and CRMs.
• Experience with AI tools daily (ChatGPT/Claude) and AI voice agents.
• Experience with cloud contact center and CRM systems (Nextiva, Five9, GoHighLevel, HubSpot, Salesforce).
• Strong command of lead funnels, conversion metrics and performance‑driven call ops.
• Data‑driven with dashboards experience.
• Strong leadership, coaching and accountability skills.
• Experience in home services sales is a plus.

Responsibilities

• Lead a distributed team of 15–20 reps focused on lead outreach and appointment booking.
• Own the contact center tech stack, including calling platform, SMS campaigns, dialer settings and CRM workflows.
• Deploy and improve AI tools across the operation (AI voice agents, automatic follow‑ups, call transcription, AI QA).
• Set KPIs and track them on live dashboards (contact rate, qualification rate, booking rate, show rate, pipeline).
• Build and refine call scripts, qualification frameworks, objection handling guides and outreach workflows.
• Run QA, call monitoring, coaching and performance scorecards to improve rep effectiveness.
• Manage daily call activity, rep productivity, schedule coverage and staffing across time zones.
• Analyze the lead funnel to fix leakage via processes and automation.
• Work with Sales on handoff and with Marketing on outreach strategy.

Skills

Call center mgmt

Tech savvy

AI tools

CRM platforms

Lead funnel metrics

Dashboards

Leadership

Home services sales

Tools

Nextiva

Five9

GoHighLevel

HubSpot

Salesforce

Job description

Wise Choice Remodeling, Inc. | Los Angeles, CA | Full-time, on-site (not remote or hybrid)

Salary - $90K-$105K Total annual comps + Preformence bonuses

Company

Wise Choice Remodeling is a Southern California–based residential remodeling platform delivering full-service home renovation through a licensed subcontractor model. We are growing fast and run our customer outreach on a modern mix of humans and AI-enabled call center.

Role

The Call Center Manager owns the performance, structure and scalability of Wise Choice’s lead outreach and appointment‑setting operation. You will lead a distributed team of 15 to 20 representatives who contact inbound and outbound leads and book qualified consultations for our sales team.

This is a hands‑on, technology‑first role. Our contact center runs on cloud calling, SMS automation, CRM workflows and AI tools, and you will be the person who makes that technology deliver more booked appointments. You will build the systems, processes and performance management that drive consistent meeting volume and high-quality sales opportunities.

This is a full‑time position based in our Los Angeles office. It is not remote or hybrid.

Key Responsibilities

• Lead, manage and develop a distributed team of 15 to 20 representatives focused on lead outreach and appointment booking.
• Own the contact center technology stack, including the calling platform, SMS campaigns, dialer settings and CRM workflows, and keep it running reliably.
• Deploy and improve AI tools across the operation, such as AI voice agents, automated follow‑ups, call transcription and AI‑driven call QA.
• Set clear KPIs including contact rate, qualification rate, booking rate, show rate and pipeline contribution, and track them on live dashboards.
• Build and refine call scripts, qualification frameworks, objection handling guides and outreach workflows that convert leads into booked consultations.
• Run QA, call monitoring, coaching and performance scorecards to improve rep effectiveness.
• Manage daily call activity, rep productivity, schedule coverage and staffing across time zones.
• Analyze the lead funnel to find leakage points and fix them through process and automation.
• Work closely with Sales on appointment handoff and lead quality, and with Marketing on lead responsiveness and outreach strategy.

Qualifications

• 5+ years managing call centers, appointment‑setting teams or inside sales operations, ideally with remote or multi‑location teams.
• Highly tech savvy. You are comfortable configuring contact center platforms and CRMs yourself, not just using them.
• Hands‑on experience with AI tools in your daily work, such as ChatGPT or Claude, and ideally with AI voice agents, call analytics or automation in a contact center.
• Experience with cloud contact center and CRM systems such as Nextiva, Five9, GoHighLevel, HubSpot or Salesforce.
• Strong command of lead funnels, conversion metrics and performance‑driven call operations.
• Data‑driven, with experience building and reading dashboards.
• Strong leadership, coaching and accountability skills.
• Experience in home services, remodeling or another in‑home sales business is a plus.

Reporting

Reports to the Director of Sales. Works cross‑functionally with Sales, Marketing and Operations.