Call Center Manager

Luxury Bath; Seattle (WA); On-site; USD 41,000 - 55,000; Full time

Job summary

Luxury Bath of Seattle is seeking a hands-on Call Center Manager to lead our on-site team in Tukwila, WA. You’ll coach reps, recruit new staff, and drive performance to boost appointments and customer satisfaction. This full-time role runs Monday–Friday, 8:30 AM–5:00 PM, with a focus on measurable outcomes.

The ideal candidate has 1+ year in call center leadership, strong communication, and a track record of coaching teams to meet KPIs while maintaining excellent service standards.

Qualifications

• 1+ year of call center management experience.
• Experience coaching in a performance‑driven environment.
• Strong leadership and accountability skills.
• Experience with KPIs, quotas, or appointment goals.
• Excellent customer service and conflict‑resolution abilities.
• Excellent verbal and written communication skills.
• Strong organizational and scheduling abilities.
• Comfortable using CRM systems.

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.
• Establish clear performance expectations and accountability.
• Track key metrics: call activity, appointments, lead conversion, follow‑up.
• Improve call quality, productivity, and overall performance.
• Oversee inbound/outbound calls and scheduling with sales.

Skills

Call Center Management

Coaching & Development

KPIs & Metrics

Leadership

CRM Systems

Recruiting & Training

Communication Skills

Scheduling & Organization

Tools

CRM Software

Job description

$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
• 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