Call Center Manager: Lead, Coach & Elevate Appointments

BCI Acrylic Inc.; Surprise (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

APEX Windows & Bath seeks an experienced Call Center Manager to lead our outbound appointment-setting team. This role emphasizes energy, coaching, and results, creating a high-performance environment while maintaining quality appointments.

You will monitor KPIs, motivate the team, and develop staff to consistently improve appointment quality and show measurable gains in home outcomes.

Qualifications

• Proven experience managing an outbound call center, inside-sales team or appointment-setting operation.
• Strong coaching and people-development skills.
• Ability to balance enthusiasm and empathy with accountability.
• Strong understanding of call-center KPIs and conversion metrics.
• Experience listening to and evaluating calls for quality and effectiveness.
• Ability to identify problems, develop solutions and measure the results.
• Leadership style that earns respect.
• Hands-on experience with Lead Perfection and/or Five9 is a major plus.

Responsibilities

• Lead the Floor: Create an energetic, positive and productive environment where people want to perform.
• Coach in Real Time: Listen to calls, provide immediate feedback, role-play objections and develop skills.
• Own Appointment Quality: Ensure appointments are properly set and high-quality opportunities are delivered.
• Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates and trends to drive improvement.
• Create Accountability: Set clear expectations, recognize performance and address issues quickly.
• Develop Your People: Identify strengths and coach each person accordingly.
• Bring the Energy: Run contests, spiffs and team activities that make goals enjoyable to pursue.
• Lead by Example: Occasionally get on calls to demonstrate best practices.

Skills

Call center management

Team leadership

Coaching

KPIs

Appointment setting

Motivation

Performance coaching

Tools

Lead Perfection

Five9

Job description

APEX Windows & Bath seeks an experienced Call Center Manager to lead our outbound appointment-setting team. This role emphasizes energy, coaching, and results, creating a high-performance environment while maintaining quality appointments.

You will monitor KPIs, motivate the team, and develop staff to consistently improve appointment quality and show measurable gains in home outcomes.