Call Center Operations Manager (Inside Sales)

80Twenty; Los Angeles (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

A boutique recruitment agency is seeking a Call Center Operations Manager in Los Angeles. This role involves leading a team of 10 representatives to improve lead engagement and appointment setting. Responsibilities include defining performance KPIs, managing call operations, and enhancing operational infrastructure. An ideal candidate will have a strong leadership presence and experience in high-volume environments. Competitive salary ranges from $120,000 to $150,000 based on experience. This is an on-site position located at our Los Angeles office.

Qualifications

• Proven track record managing call center, appointment-setting, or inside sales teams.
• Direct experience leading teams accountable for lead outreach and qualification.
• Solid command of lead funnel mechanics and outreach conversion metrics.

Responsibilities

• Lead and develop a team of 10 call representatives.
• Define and own performance KPIs for contact and appointment rates.
• Implement QA systems and call monitoring protocols.

Skills

Managing call center teams

Lead outreach and qualification

Performance-driven operations

CRM systems proficiency

Coaching and leadership

B2C lead environments

Job description

80Twenty is a boutique recruitment agency that connects high-growth companies with exceptional candidates

Our client is a Southern California-based residential remodeling company that delivers full-service home renovation through a licensed subcontractor model. They serve homeowners across the region looking to transform their living spaces, managing the full project experience from first consultation through completion. Their model is built for scale: centralized operations, a high-volume lead engine, and a structured sales process that converts interest into booked projects.

ABOUT THE ROLE

This is an operational leadership role for someone who builds systems, not just manages activity. The Call Center Operations Manager will own the performance of a team of 10 call representatives responsible for outbound and inbound lead engagement, qualification, and appointment setting for the company’s sales organization. The mandate is clear: maximize qualified consultation volume, improve show rates, and build the operational infrastructure that makes both possible. This role is based on-site five days a week at the company’s Los Angeles office and will report to the COO.

KEY RESPONSIBILITIES

• Lead and develop a team of 10 call representatives focused on lead outreach, qualification, and appointment booking.
• Define and own performance KPIs including contact rate, qualification rate, appointment booking rate, show rate, and pipeline contribution.
• Build and continuously refine call scripts, qualification frameworks, objection handling guides, and outreach workflows.
• Implement QA systems, call monitoring protocols, and structured coaching cadences to improve conversion performance at scale.
• Manage daily call operations including rep productivity, scheduling coverage, and staffing optimization across time zones.
• Partner with the Sales team to ensure clean handoff of qualified appointments and alignment on lead quality standards.
• Own CRM workflows for lead tracking, outreach sequencing, appointment scheduling, and performance reporting.
• Analyze lead funnel data to identify drop-off points and implement process improvements that drive booking volume and show rates.
• Collaborate with Marketing on lead responsiveness strategy and outreach improvements to increase top-of-funnel conversion.

QUALIFICATIONS

• Proven track record managing call center, appointment-setting, or inside sales teams in a high-volume environment.
• Direct experience leading teams accountable for lead outreach, qualification, or appointment generation.
• Solid command of lead funnel mechanics, outreach conversion metrics, and performance-driven call operations.
• Comfortable operating in CRM systems, building dashboards, and drawing actionable insight from call analytics.
• Strong leadership presence with demonstrated ability to coach performance, hold accountability, and develop frontline talent.
• Experience in home services, residential renovation, or high-volume B2C lead environments is a plus.

COMPENSATION & BENEFITS

Base salary: $120,000 – $150,000, commensurate with experience. This role is based on-site five days a week in Los Angeles, CA