Call Center Operations Manager — Lead, Coach & Optimize KPIs

Carolina Home Remodeling, LLC; Charlotte (NC); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Monthly bonus opportunities

Job summary

Carolina Home Remodeling, LLC is seeking a Call Center Manager to lead our appointment-setting team on-site in Charlotte, NC. You will staff, coach, and manage daily operations while administering the department’s software systems, including Lead Perfection, RingCentral, and Hatch.

Strong leadership and problem-solving skills are essential to drive KPIs and optimize processes. The role offers a competitive salary and monthly bonus opportunities based on established KPIs.

Qualifications

• Experience leading call center, inside sales, or appointment-setting teams.
• Experience administering CRM, telephone, or automated messaging platforms.
• Lead Perfection, RingCentral, and Hatch administration experience preferred.
• Strong leadership, coaching, reporting, and problem-solving skills.
• Comfortable learning and troubleshooting business technology.

Responsibilities

• Recruit, train, schedule, coach, and manage call center employees.
• Drive team performance against appointment-setting and other KPIs.
• Monitor calls and ensure adherence to scripts and procedures.
• Oversee appointment scheduling, lead assignments, and data accuracy.
• Administer Lead Perfection, RingCentral, Hatch, and related systems.
• Manage users, permissions, campaigns, templates, workflows, and reporting.
• Troubleshoot basic system issues and coordinate with software vendors as needed.
• Review performance reports and identify automation opportunities.

Skills

Call center management

Leadership

Coaching

Performance measurement

CRM administration

Technical troubleshooting

Tools

Lead Perfection

RingCentral

Hatch

Job description

Carolina Home Remodeling, LLC is seeking a Call Center Manager to lead our appointment-setting team on-site in Charlotte, NC. You will staff, coach, and manage daily operations while administering the department’s software systems, including Lead Perfection, RingCentral, and Hatch.

Strong leadership and problem-solving skills are essential to drive KPIs and optimize processes. The role offers a competitive salary and monthly bonus opportunities based on established KPIs.