Call Center Manager

Nelson Exteriors; Marietta (GA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Insurance (Medical, Dental, Vision)

401(k) with match

Paid time off

Paid training on scripts & systems

Job summary

Nelson Exteriors in Marietta, GA is seeking a Call Center Manager to lead a small CSR team and personally handle inbound/outbound calls. This player-coach role emphasizes coaching, script adherence, and owning the metrics that fill the sales calendar.

You will manage lead intake, appointment setting, and daily call-center operations, while reporting to the GM and growing the team as the business expands.

Qualifications

• 2+ years in a call center, phone-based sales, or customer-service environment with 1+ year leading or coaching a team.
• Proven ability to set appointments or convert leads over the phone and teach others to do it.
• Capable of handling a load of calls daily as a player-coach, not a desk-only role.
• Coaching mindset with accountability and leadership in a fast-growing team.
• Comfortable using CRM and communication platforms (JobNimbus and GoHighLevel a plus).
• Excellent phone presence and communication skills; clean background check.

Responsibilities

• Lead and coach the CSR team, set expectations, monitor quality, and hold the team to numbers.
• Run the daily call center rhythm, recognize top performers and coach the rest.
• Hire and onboard new CSRs as the team grows.
• Personally take inbound calls and make outbound follow-ups to model best practices.
• Ensure script adherence, tone, and high-quality appointment setting.
• Track metrics and report call volume, speed-to-lead, set rate, and script compliance.

Skills

Call center experience

Team leadership

Appointment setting

Coaching

Script adherence

CRM proficiency

Phone-based sales

Tools

JobNimbus

GoHighLevel

Job description

Nelson Exteriors

Call Center Manager

\"We kindly request you not to call the office, as we are unable to accommodate all inquiries. If your application is shortlisted, we will reach out to you with details regarding the hiring process. You will have the opportunity to ask any questions during the interview sessions.\"

Can You Lead a Call Center From the Front -- Coaching the Team AND Setting Appointments Yourself?

Our call center is the front door of the company. Every lead, every appointment, and every homeowner's first impression starts here. We're not looking for a manager who leads from a desk and a dashboard -- we need a player-coach: someone who leads the CSR team, models the standard on live calls, coaches to it, and personally drives the numbers that fill our sales calendar.

If you love being on the phones, you know how to turn an inbound call into a booked appointment, and you can develop a team that does the same -- this is your role.

For over 48 years, Nelson Exteriors has been a trusted family-owned exterior remodeling business in Atlanta, Georgia. We've helped over 10,000 homeowners fall in love with their homes again, specializing in siding, roofing, windows, doors, decks, painting, gutters, and outdoor living spaces. Our reputation speaks for itself: we maintain an average 4.8-star rating across Google, Facebook, and Nextdoor because we stand by our promise: \"Love the way your home looks.\"

At Nelson Exteriors, WE CARE:

• Communication: We listen with intent.
• Authenticity: We do what's right, not just what's easy.
• Reliability: We build lasting relationships.
• Execution: We deliver high-quality results.

If you share these values and want to lead the team that fills the calendar for a growing, award-winning company, this is your opportunity.

Learn more about us at: https://www.nelson-exteriors.com/

The Role

As Call Center Manager, you report directly to the General Manager and lead our call center team (currently 2-3 CSRs, and growing). This is a player-coach role: you coach and manage the team and personally handle inbound and outbound calls every day. You own script adherence, lead intake, appointment setting for the in-home sales team, and the metrics that keep our sales pipeline full.

This is an in-office role based in Marietta. You lead from the front -- the standard you set on your own calls is the standard the team follows.

What You'll Own (Your Scorecard)

Your success is measured on four call-center metrics -- the same numbers your monthly performance bonus is built on:

• Speed-to-Lead -- Every new inbound lead contacted fast, during business hours, and worked through the full follow-up cadence so no lead is dropped.
• Lead-to-Appointment Set Rate -- Contacted, in-area leads turned into confirmed appointments by enforcing the script and owning a clean lead-intake protocol.
• Demo Rate -- Booked appointments that actually sit and become a full product-and-pricing demonstration for the sales consultant, driven by tight confirmation discipline.
• Sales Capacity Utilization -- The reps' open appointment slots are filled each month so sales capacity is never left on the table.

Key Responsibilities

Lead & Coach the CSR Team

• Manage, train, and coach a team of 2-3 CSRs (growing) -- set expectations, monitor call quality, and hold the team accountable to their numbers.
• Run the daily rhythm of the call center; recognize top performers and coach up the rest.
• Hire and onboard new CSRs as the team grows.

Handle Calls (Player-Coach)

• Personally take inbound calls and make outbound follow-up calls alongside the team.
• Model the script, tone, and standard on live calls -- you don't just tell the team how, you show them.

Lead Intake & Appointment Setting

• Ensure every lead is logged, contacted, and followed up on within established timeframes.
• Set and confirm appointments for the in-home sales team; own a clean lead-to-appointment handoff.

Script Adherence & Quality

• Enforce the company call script on every inbound and outbound call.
• Review calls and coach CSRs on rapport, objection handling, and appointment setting.

Metrics & Reporting

• Track and report call volume, speed-to-lead, set rate, demo rate, sales capacity utilization, missed calls, and script compliance to leadership.
• Identify bottlenecks in the lead-to-appointment pipeline and fix them.

Systems

• Manage daily workflows in JobNimbus (CRM) and GoHighLevel.

Qualifications

• 2+ years in a call center, phone-based sales, or customer-service environment, with 1+ year leading or coaching a team.
• Proven ability to set appointments or convert leads over the phone -- and to teach others to do it.
• Comfortable carrying a call load daily -- this is a player-coach role, not a desk job.
• A coaching, accountability-driven leadership style.
• Comfortable with CRM and communication platforms (JobNimbus and GoHighLevel a plus).
• Excellent phone presence and communication skills.
• Clean background check.

What You Don't Need

• Construction or home improvement experience -- we'll teach you our services.
• A college degree.
• Prior experience with our specific systems (we train on JobNimbus and GoHighLevel).

Compensation and Benefits

• Full-Time Position -- In-Office, Marietta, GA
• Up to $60,000 base salary, plus a performance bonus of up to $30,000 per year
• Medical, dental, and vision insurance -- available 1st of the month after 60 days (Nelson Exteriors pays 65% of the premium).
• 401(k) retirement plan with up to a 3.5% company match (available after one year).
• Paid time off -- 1 week after your first year, 2 weeks after your second year.
• Weekends off -- standard Monday-Friday business hours.
• Company laptop and phone.
• Paid training on our scripts, systems (JobNimbus and GoHighLevel), and services to set you up for success.

Why This Role Is Different

• You lead from the front. You're not managing a call center from a spreadsheet -- you're on the phones setting the standard your team follows.
• You own the front door of the company. The appointments you and your team set are what fill the sales calendar and drive the whole business.
• Your bonus rewards results. A clear, monthly-paid scorecard means the numbers you drive show up in your paycheck every month.
• You report directly to the GM. Your results and your input are visible at the top.
• You get to build the team. As the call center grows, you hire, train, and shape it.
• Weekends off. No overnight shifts. A stable schedule at a 48-year-old company that's still growing.

Nelson Exteriors is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information, military status, or any other protected characteristic under federal, state, or local law.