Call Center Manager

Express Flooring; Tempe (AZ); In loco; USD 75.000 - 85.000; Tempo pieno

Vantaggi offerti da questo lavoro

Comprehensive medical plan

Dental plan

Vision plan

HSA enrollment

Company-paid life insurance

Disability insurance

401(k) with company match

Paid PTO and holidays

Descrizione del lavoro

Express Flooring is seeking a Call Center Manager in Tempe, AZ to lead a high-volume sales floor. You will coach Scheduling Specialists, drive performance, and use metrics to improve results.

This hands-on role balances people leadership with process management to meet ambitious sales and service goals. You'll guide development plans, monitor performance data, and collaborate with call center leaders to maintain consistent coaching practices while supporting career growth and a culture of

Competenze

• Leadership experience in call center or sales environments.
• Ability to coach and develop Scheduling Specialists.
• Strong familiarity with call center metrics and coaching practices.
• Excellent written and verbal communication, and reliability.

Mansioni

• Lead, coach, and develop Scheduling Specialists to improve sales performance and appointment quality.
• Set clear expectations and hold team members accountable for results.
• Evaluate performance, identify coaching opportunities, and create development plans.
• Monitor call center metrics to spot trends and opportunities for improvement.
• Lead training sessions to strengthen sales techniques and process knowledge.
• Partner with center leaders to align coaching with company goals.
• Ensure adherence to procedures and customer service standards.

Conoscenze

Team leadership

Coaching

Call center ops

Sales metrics

Data interpretation

Communication

Organizational skills

MS Office

Strumenti

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Descrizione del lavoro

About The Role

Our Call Center is a fast-paced, high-volume phone sales environment—and an important part of how Express Flooring grows. The team connects with homeowners who are interested in new flooring, qualifies their needs, and schedules appointments for our Design Consultants.

As Call Center Manager, you’ll lead and develop the Scheduling Specialists having those conversations every day. This is a hands‑on role—you’ll be on the floor with the team, coaching sales skills, setting clear expectations, communicating goals, and keeping energy up. You’ll balance people leadership with process management, using performance data to understand what’s working, where the team needs support, and how to continue improving results.

We’re looking for someone who knows how to get the best from their team, can turn sales experience into effective coaching, and is comfortable using metrics to make informed decisions.

Job Type: Full-Time
Work Arrangement: In-Person
Compensation: $75,000-$85,000 annually
Location: Tempe, AZ

What You’ll Do

• Lead, coach, and develop a team of Scheduling Specialists to improve sales performance, productivity, and appointment quality
• Set clear expectations and hold team members accountable for individual and team results
• Evaluate performance, identify coaching opportunities, and create individualized development plans
• Monitor key call center metrics to identify trends, performance gaps, and opportunities for improvement
• Lead training sessions and ongoing coaching to strengthen sales techniques, customer conversations, and process knowledge
• Serve as a subject‑matter expert on company services, systems, and scheduling processes
• Partner with call center leaders to maintain consistent coaching practices and align the team with company goals
• Foster a culture of accountability, collaboration, continuous learning, and recognition
• Step in as a point of escalation for complex customer situations and support the team in reaching effective resolutions
• Ensure the team consistently follows company procedures, quality standards, and customer‑service expectations

What You’ll Bring

• Experience leading and coaching teams in call center operations, phone-based sales, or a related performance‑driven environment
• A solid understanding of call center operations, sales performance metrics, and coaching practices
• The ability to interpret performance data and turn insights into clear action plans
• Clear, confident written and verbal communication skills
• Strong organizational skills with the ability to balance priorities and meet deadlines
• A leadership style that combines support, direct feedback, and accountability
• Comfort learning and working across call center systems and other technology platforms
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint
• Flexibility to work evenings and weekends based on business needs

Why People Love Working Here

• Build Something Great: Join a growing company where your work is visible, your ideas matter, and you can make a meaningful impact on what we build next.
• Our Values: We’re Problem Solvers, Likable, Ambitious, and Caring — values that shape how we work, lead, and support one another.
• An Award-Winning Workplace: We’re proud to be recognized as a Top Workplace, reflecting the culture, collaboration, and people behind our continued growth.

Benefits & Perks

• Comprehensive medical, dental, and vision plan options
• Free virtual healthcare for employees and family members
• Health Savings Account (with HDHP enrollment)
• Health & dependent care flexible spending accounts
• Company-paid basic life insurance
• Voluntary supplemental life insurance
• Company-paid short-term disability insurance
• Voluntary long-term disability
• Company-paid Accident and Hospital Indemnity
• Free Bereavement and Life Planning Support for employees and family members
• 401(k) with company match (Pre-tax & Roth options)
• Paid PTO, bereavement leave, and maternity leave
• 7 company-paid holidays
• Employee Assistance Program (EAP)

Full compensation packages are based on candidate experience and relevant certifications.

Compensation Range

$75,000—$85,000 USD

About Us

Express Flooring, a leading provider of residential and commercial flooring solutions in multiple states,is seeking highly spirited and dedicated professionals to join our team in various positions. Our mission is to deliver a superior floor covering experience to our customers by offering top-quality products, professional installation, and unparalleled customer service.

As a rapidly expanding company, we are always looking for ambitious individuals who are not just looking for a job, but a rewarding career. We value problem solvers who are passionate about finding innovative solutions to challenges. AtExpress Flooring,we care deeply about our employees and strive to provide unlimited potential for growth, job security, highly competitive earnings, and comprehensive benefits packages for our full-time employees

Express Flooring is committed to a diverse and inclusive workplace. Express Flooring is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.