Call Center Manager: Lead, Coach & Drive Appointments

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

Benefits offered by this job

401(k)

Health insurance

Job summary

Luxury Bath of Seattle is seeking an experienced Call Center Manager to lead our on-site Tukwila, WA team. You will coach reps, hire and train staff, and drive performance to increase appointment volume while ensuring prompt, professional customer interactions.

The role emphasizes coaching, KPI tracking, and collaboration with sales leadership to maximize opportunities. This is a full-time, in-person position in Tukwila.

Qualifications

• 1+ year of call center management or team leadership experience.
• Experience coaching and developing employees in a performance-driven environment.
• Strong leadership, accountability, and communication skills.
• Familiarity with KPIs, metrics, quotas, or appointment-setting goals.
• Customer service focus with conflict-resolution abilities.
• Excellent organizational and multitasking abilities.

Responsibilities

• Lead, coach, and develop a team of Call Center Representatives.
• Recruit, hire, onboard, and train new team members.
• Monitor performance and provide regular coaching.
• Track KPIs like call activity, appointment setting, and lead conversion.
• Oversee inbound calls and outbound follow-up activity.
• Coordinate appointment availability with the sales team.
• Resolve escalated customer concerns and improve processes.
• Maintain high standards of customer service and professionalism.

Skills

Call center management

Leadership

Performance metrics

CRM proficiency

Coaching

Communication

Tools

CRM software

Job description

Luxury Bath of Seattle is seeking an experienced Call Center Manager to lead our on-site Tukwila, WA team. You will coach reps, hire and train staff, and drive performance to increase appointment volume while ensuring prompt, professional customer interactions.

The role emphasizes coaching, KPI tracking, and collaboration with sales leadership to maximize opportunities. This is a full-time, in-person position in Tukwila.