Call Center Operations Manager

Hirewell; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

A self-storage platform is seeking a Call Center Manager to lead the launch and daily operations of a new call center in Atlanta. This hands-on leadership role requires 5+ years in call center management and expertise in building and scaling teams. Responsibilities include hiring and training staff, implementing processes, and ensuring quality customer service. The ideal candidate thrives in a fast-paced environment and has strong communication skills. Competitive compensation offered.

Qualifications

• 5+ years of experience in call center operations or contact center management.
• Proven experience building or scaling call center teams, ideally in a consumer services environment.
• Strong process orientation with the ability to create structure and documentation.

Responsibilities

• Lead the launch and day-to-day management of a newly established call center.
• Hire, onboard, and manage an initial team of 4–5 call center representatives.
• Implement and manage the call center platform ensuring proper configuration.

Skills

Call center operations

Team building

Process orientation

Communication skills

Coaching

Performance management

Inbound sales experience

Tools

Call Potential

Job description

The Call Center Manager, Operations will lead the launch and day-to-day management of a newly established call center for a growing self-storage platform. This is a hands-on leadership role responsible for building processes, hiring and developing a small team, and ensuring a high-quality customer experience across inbound reservations, payments, and basic service inquiries.

This role is ideal for a manager-level call center leader who has built or scaled teams before and enjoys creating structure, processes, and accountability from the ground up.

Key Responsibilities

Call Center Build & Operations

• Stand up a new call center operation from scratch, including workflows, staffing models, and daily operating rhythms
• Hire, onboard, and manage an initial team of 4–5 call center representatives, with plans to scale to 5–8
• Implement and manage the call center platform (Call Potential), ensuring proper configuration and usage
• Develop call scripts, prompts, FAQs, and standard operating procedures (SOPs)
• Establish call monitoring, quality assurance, and coaching processes
• Set and track KPIs and success metrics for individual agents and the team
• Oversee inbound call handling for:
• Reservations
• Payments
• Basic customer service inquiries
• Ensure effective routing of non-core calls to appropriate property teams
• Insurance and lock upselling during rentals
• Move-in incentives and promotions
• Reservation conversion, understanding many customers prefer to view units in person

Performance & Growth Readiness

• Manage call volumes of a few hundred calls per day during business hours
• Prepare for and manage seasonal volume increases (April–August peak season)
• Use data and call analytics to identify performance gaps and optimization opportunities
• Lay the groundwork for a future outbound collections function

Qualifications & Experience

• 5+ years of experience in call center operations or contact center management
• Proven experience building or scaling call center teams, ideally in a consumer services environment
• Strong process orientation with the ability to create structure, documentation, and accountability
• Comfortable managing small, growing teams and being hands-on in daily operations
• Experience with call center software platforms (Call Potential experience is a plus)
• Strong communication, coaching, and performance management skills
• Experience with inbound sales or reservation-based environments preferred

What Success Looks Like

• A fully operational call center with clear processes, scripts, and KPIs
• High reservation accuracy, efficient call handling, and strong customer satisfaction
• Well-trained, accountable agents who understand both service and sales expectations
• Smooth scalability during peak season and readiness for future outbound initiatives