Energetic Call Center Leader & Performance Coach

Bath Concepts Independent Dealers; Tempe (AZ); On-site; USD 85,000 - 120,000; Full time

Job summary

APEX Windows & Bath is seeking an experienced Call Center Manager to lead an outbound appointment-setting team in Tolleson, AZ. The role focuses on coaching, accountability, and quality appointment generation that translates into home visits.

You’ll drive performance through real-time feedback, KPI tracking, and energetic leadership while maintaining a culture that celebrates wins and motivates the team to excel.

Qualifications

• Proven experience leading outbound call centers, inside-sales teams or appointment setting operations.
• Strong coaching and people development skills.
• Ability to balance enthusiasm and empathy with accountability.
• Deep understanding of call center KPIs and conversion metrics.
• Experience listening to and evaluating calls for quality and effectiveness.
• Ability to identify problems, develop solutions and measure results.
• Leadership style that earns respect, not just demands it.
• Hands-on experience with Lead Perfection and/or Five9 is a major plus.

Responsibilities

• Lead the Floor: Create an energetic, positive and productive environment where people want to perform.
• Coach in Real Time: Listen to calls, provide immediate feedback, role-play objections and continuously develop your team's skills.
• Own Appointment Quality: Ensure appointments are properly set and our Sales Representatives receive the best opportunities.
• Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates, appointment quality, sit rates and conversion trends; use data to improve performance.
• Create Accountability: Establish clear expectations, recognize strong performance and address problems quickly and directly.
• Develop Your People: Identify strengths and weaknesses and coach each person accordingly.
• Bring the Energy: Run contests, spiffs and team activities that make achieving goals fun and rewarding.
• Lead by Example: When necessary, get on the phones and model great performance.

Skills

Coaching & people development

Leadership

KPIs & conversion metrics

Call listening & quality evaluation

Problem solving

Team motivation

Tools

Lead Perfection

Five9

Job description

APEX Windows & Bath is seeking an experienced Call Center Manager to lead an outbound appointment-setting team in Tolleson, AZ. The role focuses on coaching, accountability, and quality appointment generation that translates into home visits.

You’ll drive performance through real-time feedback, KPI tracking, and energetic leadership while maintaining a culture that celebrates wins and motivates the team to excel.