Call Center Manager/Leader

Storm Guard Roofing; Madison (WI); On-site; USD 42,000 - 70,000; Full time

Benefits offered by this job

401(k) matching

Bonus based on performance

Health insurance

Dental insurance

Vision insurance

Paid time off

Training & development

Opportunity for advancement

Job summary

Storm Guard Roofing in Madison is seeking a Call Center Team Lead to inspire performance, set appointments, coach agents, and drive a high-performing inside sales culture. This is a true player-coach role where you’ll lead by example, coach team members, and help build a winning inside sales environment.

You will lead by example, track metrics, and collaborate with leadership to scale the call center while fostering accountability and continuous improvement.

Qualifications

• Experience coaching, mentoring or managing a team.
• Proven success in inside sales or call center environments.
• Strong communication and relationship-building skills.

Responsibilities

• Lead From the Front: make inbound and outbound calls to homeowners.
• Coach & Develop Team Members: review calls, reinforce scripts and best practices.
• Drive Performance & Accountability: track daily activity and CRM accuracy.
• Support Growth: work with leadership to scale the call center.

Skills

Team coaching

Inside sales

Appointment setting

CRM proficiency

Communication skills

Job description

Benefits

• 401(k) matching
• Bonus based on performance
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Call Center Team Lead

Benefits

• Paid and ongoing training
• Real growth opportunities
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) with a 4% company match
• Base salary ($18+ DOE) + uncapped commissions + leadership incentives
• Paid time off

About The Role

The Call Center Team Lead inspires performance, creates accountability, and elevates results. This is a leadership opportunity for someone who loves competition, thrives in a metrics-driven environment, and wants to directly impact company growth while developing their own leadership career. This is a true player-coach role where you'll lead by example, set appointments, coach team members, and help build a high-performing inside sales culture. If you're the type of person who sees a struggling team and thinks, "I can help them perform better," we want to talk.

Responsibilities

Lead From the Front

• Make inbound and outbound calls to homeowners
• Convert qualified leads into scheduled appointments

Coach & Develop Team Members

• Review calls and identify opportunities for improvement
• Reinforce scripts, best practices, and sales techniques
• Help improve conversion rates and appointment quality

Drive Performance & Accountability

• Track daily activity and key performance metrics
• Ensure CRM accuracy and proper lead management
• Create a culture of ownership, urgency, and continuous improvement

Support Growth

• Work directly with leadership to improve systems, processes, and performance
• Play an active role in scaling the call center operation

Requirements

• Experience coaching, mentoring or managing a team
• Have a hunger for growth, personal improvement, and exceeding goals.
• Proven success in inside sales, appointment setting, or call center environments
• Strong communication and relationship-building skills

Schedule

• Monday – Thursday: 2:00 PM – 8:00 PM
• Friday: Optional 2:00 PM – 5:00 PM
• Saturday & Sunday: 10:00 AM – 2:00 PM

About The Company

Storm Guard of Madison is on a mission to be the Gold Standard in the roofing and construction industry. Our over 1,000 five-star reviews are a testament to the quality of our work, but also to our commitment to our community. In order to achieve such a monumental goal, we believe in fostering our team and supporting them in order for them to be able to reach and exceed their goals.