Call Center Manager

BCI Acrylic Inc.; Surprise (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

APEX Windows & Bath seeks an experienced Call Center Manager to lead our outbound appointment-setting team. This role emphasizes energy, coaching, and results, creating a high-performance environment while maintaining quality appointments.

You will monitor KPIs, motivate the team, and develop staff to consistently improve appointment quality and show measurable gains in home outcomes.

Qualifications

• Proven experience managing an outbound call center, inside-sales team or appointment-setting operation.
• Strong coaching and people-development skills.
• Ability to balance enthusiasm and empathy with accountability.
• Strong understanding of call-center KPIs and conversion metrics.
• Experience listening to and evaluating calls for quality and effectiveness.
• Ability to identify problems, develop solutions and measure the results.
• Leadership style that earns respect.
• Hands-on experience with Lead Perfection and/or Five9 is a major plus.

Responsibilities

• Lead the Floor: Create an energetic, positive and productive environment where people want to perform.
• Coach in Real Time: Listen to calls, provide immediate feedback, role-play objections and develop skills.
• Own Appointment Quality: Ensure appointments are properly set and high-quality opportunities are delivered.
• Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates and trends to drive improvement.
• Create Accountability: Set clear expectations, recognize performance and address issues quickly.
• Develop Your People: Identify strengths and coach each person accordingly.
• Bring the Energy: Run contests, spiffs and team activities that make goals enjoyable to pursue.
• Lead by Example: Occasionally get on calls to demonstrate best practices.

Skills

Call center management

Team leadership

Coaching

KPIs

Appointment setting

Motivation

Performance coaching

Tools

Lead Perfection

Five9

Job description

CALL CENTER MANAGER

Director of First Impressions & High Fives

Location: Tolleson AZ

APEX Windows & Bath is looking for an experienced, high-energy Call Center Manager to lead our outbound appointment-setting team.

We believe a successful call center doesn't have to be a stuffy, rigid environment. We want energy. We want enthusiasm. We want people celebrating wins and enjoying coming to work. But we also want results.

We're looking for a leader who understands that a great call center isn't measured simply by how many appointments are set. It's measured by the quality of those appointments and what ultimately happens in the home. If you know how to motivate a room, coach people, hold a team accountable and use numbers to improve performance, we want to talk to you.

What You'll Be Doing

• Lead the Floor: Create an energetic, positive and productive environment where people want to perform.
• Coach in Real Time: Listen to calls, provide immediate feedback, role-play objections and continuously develop your team's skills.
• Own Appointment Quality: Make sure appointments are properly set, expectations are clearly established, and our Sales Representatives receive the best opportunities possible.
• Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates, appointment quality, sit rates and conversion trends. Don't just report the numbers - use them to improve performance.
• Create Accountability: Establish clear expectations, recognize strong performance and address problems quickly and directly.
• Develop Your People: Identify strengths and weaknesses within the team and coach each person accordingly.
• Bring the Energy: Run contests, spiffs and team activities that make achieving goals fun and rewarding.
• Lead by Example: When necessary, get on the phones, handle difficult situations and show the team what great sounds like.

What You Bring to APEX

• Proven experience managing an outbound call center, inside-sales team or appointment-setting operation
• Strong coaching and people-development skills
• The ability to balance enthusiasm and empathy with accountability
• A strong understanding of call-center KPIs and conversion metrics
• Experience listening to and evaluating calls for quality and effectiveness
• The ability to identify problems, develop solutions and measure the results
• A leadership style that earns respect rather than simply demanding it
• Hands‑on experience with Lead Perfection and/or Five9 is a major plus

The Person We're Looking For

We're not looking for someone to simply manage schedules and watch a dashboard. We're looking for someone who can lead people and improve performance.

You should be comfortable celebrating a record‑setting day - and equally comfortable having a direct coaching conversation when expectations aren't being met. You should enjoy developing people, solving problems and figuring out why the numbers are doing what they're doing. Most importantly, you should understand that our Call Center creates the first impression of APEX and plays a critical role in everything that happens afterward.

Why APEX?

APEX Windows & Bath has served homeowners for more than 30 years. We believe in working hard, treating people well and creating opportunities for talented people to succeed.

You’ll be joining a company that is investing in its people, its processes and its future.

We offer a competitive base salary plus performance-based incentives tied to the success of your team.

If you're looking for an opportunity where you can build a great team, make measurable improvements and have a real impact on the business, we’d like to meet you.