Outbound Lead Generation Call Center Manager

City Wide Facility Solutions; United States; On-site; USD 85,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(K) employer match

Paid time off

Job summary

City Wide Facility Solutions is seeking a Call Center Manager to lead an outbound contact center focused on appointment setting, lead generation, and customer engagement. The role requires strong leadership in managing data-driven sales strategies and technology integration to enhance operational performance. As a vital part of the team, you will foster high levels of engagement while ensuring compliance with industry standards and achieving target outcomes.

Qualifications

• 5+ years in call center management with a focus on outbound sales or appointment setting.
• Hands-on experience managing contact center technology.
• Proven track record in driving outbound performance through data-driven strategies.

Responsibilities

• Lead a high-performance outbound contact center for appointment setting and customer engagement.
• Implement and optimize contact center technology stacks.
• Monitor performance metrics and drive team success.
• Ensure compliance with telecommunication regulations.

Skills

Outbound Sales Leadership

Data-Driven Decision Making

Process Automation

Compliance Knowledge

Coaching and Development

Education

Bachelor's degree in Business, Marketing, or Operations

Tools

Salesforce

HubSpot

VoIP systems

Job description

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City Wide Facility Solutions provided pay range

This range is provided by City Wide Facility Solutions. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$85,000.00/yr - $130,000.00/yr

Are you an experienced Call Center Manager or Leader with a track record of effectively guiding inside sales and prospecting teams? Do you possess experience in developing technology and AI-driven processes? Are you a results-oriented team leader who excels in competitive sales settings? If you responded affirmatively, we are looking for you!

City Wide Franchise is seeking a results-oriented and technology-savvy Call Center Manager to lead a high-performance outbound contact center focused on appointment setting, lead generation, and customer engagement. This role demands a leader who excels at leveraging modern contact center technologies, automation, data analytics, and workforce optimization to drive outbound performance while ensuring operational excellence and an outstanding customer experience.

This position may be onsite in the Lenexa, KS Support Center or may be fully remote.


Key Responsibilities:


Outbound Sales & Appointment Setting Leadership:

• Build, manage, and continuously improve an outbound contact center focused on appointment setting for sales teams and business development
• Develop outbound calling strategies, campaigns, and scripts to optimize contact rates, conversions, and pipeline growth
• Oversee daily outbound operations, ensuring teams meet and exceed KPIs related to dials, connects, appointments booked, show rates, and lead quality.
• Collaborate closely with sales and marketing leadership to align outbound strategies with target audiences, messaging, and goals
• Design incentive programs that drive performance and maintain motivation in a high-volume outbound environment
  
  
  

Technology Enablement & Automation:

• Implement and optimize contact center technology stacks, including auto-dialers, predictive dialers, CRM integrations, and workflow automation.
• Utilize AI-driven tools such as conversation intelligence, speech analytics, and lead scoring to improve contact strategies and coaching
• Drive adoption of omnichannel outreach (phone, SMS, email, chat) to enhance outbound effectiveness
• Partner with IT and vendors to manage platform functionality, integrations, troubleshooting, and continuous improvement
  
  
  

Data-Driven Management & Performance Optimization:

• Monitor real-time dashboards and analytics to manage metrics such as connect rates, appointment set rates, call-to-conversion ratios, and revenue impact.
• Use data to forecast outbound capacity, optimize dialing strategies, and refine calling lists based on engagement patterns
• Generate actionable insights from campaign performance to continuously refine targeting, scripting, and agent coaching
  
  
  

Process Improvement & Operational Excellence:

• Streamline processes to reduce friction in outbound workflows, leveraging technology, automation, and best practices
• Implement continuous improvement initiatives using methodologies like Lean, Six Sigma, or Agile.
• Oversee workforce management, including staffing models, scheduling, and productivity optimization
  
  
  

Coaching, Training & Quality Assurance:

• Lead, coach, and develop a team of supervisors and outbound agents, focusing on skill-building for persuasive communication and consultative selling
• Deploy call monitoring, conversation analytics, and quality assurance programs to ensure high standards of professionalism and effectiveness
  
  
  

Compliance, Security, & Risk Management:

• Ensure compliance with TCPA, DNC, GDPR, CCPA, and other telecommunication regulations
• Maintain data security protocols in line with industry standards and company policies
  
  
  

Requirements


Required:

• Bachelor's degree in Business, Marketing, Operations, or related field
• 5+ years in call center management with a strong focus on outbound sales or appointment setting.
• Hands-on experience managing contact center technology, including predictive dialers, CRM platforms (e.g., Salesforce, HubSpot), VoIP systems, and workforce management tools.
• Proven success in driving outbound performance through data-driven decision-making and process automation
• Deep understanding of compliance requirements related to outbound calling and telemarketing
• If remote, candidate travel to Support Center on a monthly basis
  
  
  

Preferred:

• Experience deploying AI-driven solutions (e.g., conversation intelligence, lead scoring, chatbots)
• Background in sales development, inside sales, or pipeline generation roles
• Certifications in relevant technologies (e.g., Genesys, Five9, Salesforce Service/Revenue Cloud) or methodologies (Six Sigma, PMP, Agile)
  
  
  

Core Competencies:

• Outbound Sales Leadership
• Technology-Driven Operations
• Data-Driven Decision Making
• Workforce Optimization
• Process Automation and Improvement
• Coaching and Talent Development
• Customer-Centric Communication
• Change Management
  
  
  

Benefits


City Wide Franchise offers a competitive compensation and benefits, including medical, dental, vision, employer paid life insurance and a 401(K) employer match!

More on City Wide...


City Wide Facility Solutions is a fast-growing company with over 100 franchise locations across the United States and Canada. Founded in 1961, City Wide Facility Solutions is the largest management company in the building maintenance industry. We have over 60 years in the business and continue to experience high growth and profitability across our franchise businesses. Our culture supports the company's Mission to create a Ripple Effect by positively impacting the people and communities they serve. Read more about City Wide at www.gocitywide.com

City Wide offers a competitive salary, including commission and bonus, for this position. In addition, we offer a comprehensive benefits package to include medical, dental, vision and PTO.

City Wide is an Equal Opportunity Employer.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development

• Industries

  Facilities Services

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