Call Center Manager - Lead, Coach & Drive Appointments

Luxury Bath; Tukwila (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 call center team and drive performance. This on-site, full-time role in Tukwila, WA focuses on coaching staff, boosting appointment volume, and ensuring accountability around measurable goals.

You will recruit, onboard, train, monitor KPIs, and work with sales leadership to maximize opportunities while maintaining high customer service standards and efficient processes.

Qualifications

• 1+ year of call center management or team leadership.
• Experience coaching in a performance-driven environment.
• Strong leadership and accountability skills.
• Experience with KPIs, quotas, or appointment-setting goals.
• Customer service and conflict-resolution abilities.
• Excellent verbal and written communication.
• Strong organizational, scheduling, and multitasking skills.
• Comfortable with CRM systems.

Responsibilities

• Lead, coach, and develop a team of Call Center Representatives.
• Recruit, onboard, and train new team members.
• Monitor performance and provide regular coaching.
• Establish clear performance expectations and accountability.
• Track KPIs including call activity, appointment setting, lead conversion, and follow-up.
• Improve call quality, productivity, and overall team performance.
• Oversee inbound calls and outbound follow-up activity.
• Ensure leads are contacted promptly and handled professionally.
• Manage appointment scheduling, confirmations, cancellations, and rescheduling.
• Coordinate appointment availability and scheduling with the sales team.
• Work closely with sales leadership to maximize appointment opportunities.
• Resolve escalated customer concerns and service issues.
• Identify and implement improvements to call center processes and workflows.
• Maintain a high standard of customer service and professionalism.

Skills

Call center management

Coaching

KPIs

Customer service

Leadership

Scheduling

CRM systems

Tools

CRM software

Job description

Luxury Bath of Seattle is seeking an experienced Call Center Manager to lead our call center team and drive performance. This on-site, full-time role in Tukwila, WA focuses on coaching staff, boosting appointment volume, and ensuring accountability around measurable goals.

You will recruit, onboard, train, monitor KPIs, and work with sales leadership to maximize opportunities while maintaining high customer service standards and efficient processes.