Call Center Manager: Lead, Coach & Elevate Appointments

Luxury Bath Technologies; Washington (District of Columbia); On-site; USD 62,000 - 83,000; 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 role in Tukwila, WA, focuses on coaching staff, optimizing call quality, and increasing appointment volume, with measurable accountability.

The role requires leadership, CRM proficiency, and a goal-driven mindset. Join a growing home remodeling company and help coordinate scheduling with the sales team while maintaining exceptional customer service standards.

Qualifications

• 1+ year of call center management or team leadership experience.
• Experience coaching in a performance-driven environment.
• Strong leadership, accountability, and communication skills.
• Experience with KPIs, quotas, or appointment-setting goals.
• Experience with CRM systems and learning new software.

Responsibilities

• Lead, coach, and develop a team of Call Center Representatives.
• Recruit, hire, onboard, and train new team members.
• Monitor individual and team performance and provide regular coaching.
• Establish clear performance expectations and hold employees accountable.
• Track key performance metrics, including call activity, appointment setting, lead conversion, and follow‑up.
• Improve call quality, productivity, and overall team performance.
• Oversee inbound customer 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 leadership

Coaching and development

Performance management

KPI tracking

CRM experience

Verbal and written communication

Scheduling and multitasking

Customer service

Attention to detail

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 role in Tukwila, WA, focuses on coaching staff, optimizing call quality, and increasing appointment volume, with measurable accountability.

The role requires leadership, CRM proficiency, and a goal-driven mindset. Join a growing home remodeling company and help coordinate scheduling with the sales team while maintaining exceptional customer service standards.