Call Center Manager

Luxury Bath Technologies; Seattle (WA); On-site; USD 62,000 - 83,000; Full time

Benefits offered by this job

401(k)

Health insurance

Job summary

Luxury Bath of Seattle is seeking an experienced Call Center Manager to lead our on-site call center in Tukwila, WA. This full-time role requires coaching, performance management, and driving appointment volume. You will oversee daily operations, track KPIs, coordinate with sales, and ensure prompt, professional handling of leads and customer concerns.

Competitive pay and weekday schedule offered. This hands-on leadership position offers autonomy and growth opportunities within a growing

Qualifications

• 1+ year of call center management experience.
• Experience coaching and developing employees.
• Strong leadership and accountability.
• Experience with KPIs, quotas, or appointment targets.
• Excellent customer service and conflict-resolution abilities.
• Strong verbal and written communication.
• Organized, scheduling and multitasking abilities.
• Proficient with CRM systems.
• Attention to detail and follow-through.
• Thrives in a fast-paced environment.

Responsibilities

• Oversee daily operations and performance of the call center team.
• Lead, coach, and develop Call Center Representatives.
• Recruit, hire, onboard, and train new team members.
• Monitor performance and provide regular coaching.
• Establish clear performance expectations and accountability.
• Track metrics: call activity, appointments, follow-up and conversions.
• Improve call quality, productivity, and overall team performance.
• Manage inbound calls and outbound follow-up activity.
• Coordinate appointment availability with sales staff.
• Work with sales leadership to maximize opportunities.
• Resolve escalated customer concerns and service issues.
• Identify improvements to call center processes and workflows.

Skills

Call center management

Coaching employees

Leadership

KPIs and quotas

Customer service

Communication

Scheduling & multitasking

Attention to detail

Adaptability

Tools

CRM systems

Job description

Call Center Manager

$30–$40 per hour | Full-Time | Tukwila, WA | Monday–Friday, 8:30 AM–5:00 PM

Luxury Bath of Seattle is a growing home remodeling company specializing in high-quality bath and shower renovations. We are seeking an experienced, hands-on Call Center Manager to lead our call center team and drive performance.

This is an excellent opportunity for a results-oriented manager who knows how to coach employees, improve call performance, increase appointment volume, and create accountability around measurable goals.

What You’ll Do

As the Call Center Manager, you will oversee the daily operations and performance of our call center team.

• Lead, coach, and develop a team of Call Center Representatives
• Recruit, hire, onboard, and train new team members
• Monitor individual and team performance and provide regular coaching
• Establish clear performance expectations and hold employees accountable
• Track key performance metrics, including call activity, appointment setting, lead conversion, and follow-up
• Improve call quality, productivity, and overall team performance
• Oversee inbound customer calls and outbound follow-up activity
• Ensure leads are contacted promptly and handled professionally
• Manage appointment scheduling, confirmations, cancellations, and rescheduling
• Coordinate appointment availability and scheduling with the sales team
• Work closely with sales leadership to maximize appointment opportunities
• Resolve escalated customer concerns and service issues
• Identify and implement improvements to call center processes and workflows
• Maintain a high standard of customer service and professionalism

What We’re Looking For

• 1+ year of call center management, call center supervisor, or team leadership experience
• Experience coaching and developing employees in a performance-driven environment
• Strong leadership and accountability skills
• Experience working with KPIs, performance metrics, quotas, or appointment-setting goals
• Strong customer service and conflict-resolution abilities
• Excellent verbal and written communication skills
• Strong organizational, scheduling, and multitasking skills
• Comfortable using CRM systems and learning new software
• Strong attention to detail and follow-through
• Ability to thrive in a fast-paced environment

Experience managing an appointment-setting, inside sales, customer service, or outbound calling team is highly preferred.

Compensation & Schedule

• Pay: $30–$40 per hour, depending on experience
• Full-time position
• Monday–Friday
• 8:30 AM–5:00 PM
• On-site position in Tukwila, WA

Why Join Us?

• Competitive hourly compensation
• Monday–Friday schedule
• Hands-on leadership role with autonomy and responsibility
• Opportunity to directly impact appointment volume and company growth
• Work closely with sales and operations leadership
• Growing company with opportunities to make a meaningful impact

Job Type: Full-time

Pay: $30.00–$40.00 per hour

Work Location: In person – Tukwila, WA

Benefits:

• 401(k)
• Health insurance

Work Location: In person