Growth‑Driven Call Center Leader

Southern National Roofing; Charlotte (NC); On-site; USD 80,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid time off

Company holidays

Job summary

Southern National Roofing seeks a hands-on Call Center Manager to guide a mature operation in Charlotte, NC. You will lead an Assistant Manager, three Team Leaders, and frontline reps, balancing coaching with day-to-day floor presence.

You will drive staffing, coverage, and KPI improvements across inbound/outbound lead management, appointment setting, and follow-up in a technology-driven environment using Convoso and Salesforce.

Qualifications

• 3+ years of contact center leadership experience.
• Experience managing through supervisors or frontline leaders.
• Strong workforce planning, scheduling, and staffing skills.
• Demonstrated ability to analyze KPIs and use data to improve performance.
• Experience with inbound and outbound calling environments.

Responsibilities

• Lead and develop the Assistant Manager and three Team Leaders.
• Set clear expectations and accountability across the management team.
• Spend meaningful time on the call center floor and coach reps.
• Diagnose operational issues and identify root causes.
• Develop future leaders as the center grows.
• Balance staffing and service levels with payroll efficiency.

Skills

Leadership

Scheduling

Coaching

KPIs & analytics

Call center operations

Communication

CRM experience

Education

Experience with home-services or high-ticket sales environments

Tools

Convoso

Salesforce

ActiveProspect

Job description

Southern National Roofing seeks a hands-on Call Center Manager to guide a mature operation in Charlotte, NC. You will lead an Assistant Manager, three Team Leaders, and frontline reps, balancing coaching with day-to-day floor presence.

You will drive staffing, coverage, and KPI improvements across inbound/outbound lead management, appointment setting, and follow-up in a technology-driven environment using Convoso and Salesforce.