Call Center Manager

Lori K Bath, LLC.; Valparaiso (IN); On-site; USD 51,000 - 63,000; Full time

Benefits offered by this job

Commission Eligible

Job summary

Lori K Bath, LLC. is seeking an experienced Call Center Manager to lead inbound, outbound, and scheduling operations in Northwest Indiana.

This hands-on leadership role requires coaching a team, managing performance, and driving process improvements to deliver strong customer service and results. Ideal candidates have at least four years in call center or customer service roles, with leadership experience and familiarity with CRM and reporting tools.

Qualifications

• Minimum of four years of customer service, office, or call center experience.
• Previous call center management or team leadership experience preferred.
• Experience with remodeling industry is preferred.

Responsibilities

• Lead, coach, and manage the call center team.
• Oversee inbound calls, outbound lead follow-up, and appointment scheduling.
• Ensure leads are contacted promptly and professionally.
• Monitor KPIs such as call volume, contact rates, appointment setting, and confirmations.
• Establish performance expectations for individuals and the team.
• Provide ongoing coaching, feedback, and training from calls reviewed.
• Schedule employees to ensure coverage, including Saturdays.
• Coordinate free in-home consultations for the sales team.
• Track results using CRM and reporting systems.
• Maintain accurate customer records and lead statuses.
• Plan future follow-up and lead-rehash campaigns.
• Identify workflow issues and implement improvements.
• Collaborate with sales, marketing, and leadership to improve lead quality.
• Handle escalated customer concerns professionally.
• Assist with calls during peak times.

Skills

Leadership

Coaching

Communication

Performance management

Scheduling

Tools

CRM platforms

Google Workspace

Reporting systems

Job description

Start a new career with one of the fastest-growing remodeling companies in Northwest Indiana! Lori K Bath is a family-owned and operated company that combines a positive, energetic work environment with high standards for quality, performance, and customer service.

We are seeking an experienced Call Center Manager to lead our inbound, outbound, and scheduling operations. This is a hands-on leadership position for someone who is confident in managing people, monitoring performance, improving processes, and stepping in to support call activity when needed.

Do you typically lead through inspiring, encouraging, and coaching your team? If so, you’re what we’re looking for in a manager!

The ideal candidate is organized, self-sufficient, tech-savvy, goal-oriented, and comfortable holding a team accountable. Previous call center leadership experience is strongly preferred.

Duties

• Lead, coach, and manage the call center team.
• Oversee inbound calls, outbound lead follow-up, and appointment scheduling.
• Ensure leads are contacted promptly, consistently, and professionally.
• Monitor call volume, contact rates, appointment-setting rates, confirmation rates, and other departmental KPIs.
• Establish individual and team performance expectations.
• Review calls and provide ongoing coaching, feedback, and training.
• Create and manage employee schedules to maintain appropriate coverage, including Saturdays.
• Oversee the scheduling of free in-home consultations for our sales team.
• Track daily, weekly, and monthly results using our CRM and reporting systems.
• Maintain accurate customer records, lead statuses, notes, and follow-up tasks.
• Manage future follow-up and lead-rehash campaigns.
• Identify workflow issues and implement process improvements.
• Coordinate with the sales, marketing, and leadership teams to improve lead quality and appointment performance.
• Handle escalated customer concerns professionally.
• Assist with inbound and outbound calls when additional coverage is needed.
• Maintain an organized, productive, and positive call center environment.

Requirements

• Minimum of four years of customer service, office, or call center experience required.
• Previous call center management, supervisory, or team leadership experience strongly preferred.
• Experience with customer service in the remodeling industry is preferred.
• Proven ability to coach employees and hold a team accountable to measurable goals.
• Strong phone, communication, and customer-service skills.
• Professional, positive, and confident leadership style.
• Comfortable working in a fast-paced, performance-driven environment.
• Proficient with CRM platforms, Google Workspace, reporting systems, and other business technology.
• Strong organizational, time-management, and multitasking abilities.
• Detail-oriented and committed to accurate recordkeeping.
• Able to work both independently and interdependently across departments.
• Comfortable reviewing performance data and making decisions based on results.
• Must be available to work Mondays and participate in a rotating Saturday schedule.

Join us as we empower our team members to succeed! This role offers an exciting opportunity to lead a vibrant call center environment where innovation meets customer-centric solutions. We value energetic leaders who are eager to drive results while fostering a positive work culture built on collaboration, growth, and success.

Compensation: $57,000 salary + Commission Eligible