Call Center Operations Lead — AI-Driven, Multi-Location

Wise Choice Remodeling; Los Angeles (CA); On-site; USD 90,000 - 105,000; Full time

Job summary

Wise Choice Remodeling in Los Angeles is seeking a hands‑on Call Center Manager to lead a 15–20 person team focused on outbound and inbound lead outreach and appointment setting. You will own the tech stack, including calling, SMS, CRM workflows, and AI tools, ensuring the team delivers qualified appointments for the sales floor.

The role is full‑time, on‑site at our Los Angeles office. You will drive KPIs, coaching, and performance dashboards to optimize show rates, conversion and pipeline

Qualifications

• 5+ years managing call centers or inside sales ops.
• Tech savvy; configure contact center platforms and CRMs.
• Experience with AI tools daily (ChatGPT/Claude) and AI voice agents.
• Experience with cloud contact center and CRM systems (Nextiva, Five9, GoHighLevel, HubSpot, Salesforce).
• Strong command of lead funnels, conversion metrics and performance‑driven call ops.
• Data‑driven with dashboards experience.
• Strong leadership, coaching and accountability skills.
• Experience in home services sales is a plus.

Responsibilities

• Lead a distributed team of 15–20 reps focused on lead outreach and appointment booking.
• Own the contact center tech stack, including calling platform, SMS campaigns, dialer settings and CRM workflows.
• Deploy and improve AI tools across the operation (AI voice agents, automatic follow‑ups, call transcription, AI QA).
• Set KPIs and track them on live dashboards (contact rate, qualification rate, booking rate, show rate, pipeline).
• Build and refine call scripts, qualification frameworks, objection handling guides and outreach workflows.
• Run QA, call monitoring, coaching and performance scorecards to improve rep effectiveness.
• Manage daily call activity, rep productivity, schedule coverage and staffing across time zones.
• Analyze the lead funnel to fix leakage via processes and automation.
• Work with Sales on handoff and with Marketing on outreach strategy.

Skills

Call center mgmt

Tech savvy

AI tools

CRM platforms

Lead funnel metrics

Dashboards

Leadership

Home services sales

Tools

Nextiva

Five9

GoHighLevel

HubSpot

Salesforce

Job description

Wise Choice Remodeling in Los Angeles is seeking a hands‑on Call Center Manager to lead a 15–20 person team focused on outbound and inbound lead outreach and appointment setting. You will own the tech stack, including calling, SMS, CRM workflows, and AI tools, ensuring the team delivers qualified appointments for the sales floor.

The role is full‑time, on‑site at our Los Angeles office. You will drive KPIs, coaching, and performance dashboards to optimize show rates, conversion and pipeline