Call Center Manager

luxurybathtechnologies; Seattle (WA); On-site; USD 41,000 - 55,000; 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 call center team in Tukwila, WA. This on-site role drives performance, coaching, and accountability for appointment setting and customer interactions.

You will manage daily operations, hire and develop staff, track KPIs, and collaborate with sales leadership to maximize opportunities while maintaining top-tier customer service in a fast-paced environment.

Qualifications

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

Responsibilities

• Oversee daily operations and performance of the call center team.
• Lead, coach, and develop a team of Call Center Representatives.
• Recruit, hire, onboard, and train new team members.
• Monitor performance and provide regular coaching.
• Track key performance metrics and appointment setting.
• Resolve escalated customer concerns and service issues.
• Coordinate appointment availability with the sales team.
• Maintain a high standard of customer service and professionalism.
• Identify and implement process improvements.

Skills

Call Center Management

Coaching

Leadership

KPIs / Metrics

Customer Service

Conflict Resolution

Communication

Scheduling

CRM Systems

Attention to detail

Tools

CRM software

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