Lead Call Center Manager - Performance & Coaching

Luxury Bath; Seattle (WA); On-site; USD 41,000 - 55,000; Full time

Job summary

Luxury Bath of Seattle is seeking a hands-on Call Center Manager to lead our on-site team in Tukwila, WA. You’ll coach reps, recruit new staff, and drive performance to boost appointments and customer satisfaction. This full-time role runs Monday–Friday, 8:30 AM–5:00 PM, with a focus on measurable outcomes.

The ideal candidate has 1+ year in call center leadership, strong communication, and a track record of coaching teams to meet KPIs while maintaining excellent service standards.

Qualifications

• 1+ year of call center management experience.
• Experience coaching in a performance‑driven environment.
• Strong leadership and accountability skills.
• Experience with KPIs, quotas, or appointment goals.
• Excellent customer service and conflict‑resolution abilities.
• Excellent verbal and written communication skills.
• Strong organizational and scheduling abilities.
• Comfortable using CRM systems.

Responsibilities

• Oversee daily operations and performance of the call center team.
• Lead, coach, and develop a team of call center representatives.
• Recruit, hire, onboard, and train new team members.
• Monitor performance and provide regular coaching.
• Establish clear performance expectations and accountability.
• Track key metrics: call activity, appointments, lead conversion, follow‑up.
• Improve call quality, productivity, and overall performance.
• Oversee inbound/outbound calls and scheduling with sales.

Skills

Call Center Management

Coaching & Development

KPIs & Metrics

Leadership

CRM Systems

Recruiting & Training

Communication Skills

Scheduling & Organization

Tools

CRM Software

Job description

Luxury Bath of Seattle is seeking a hands-on Call Center Manager to lead our on-site team in Tukwila, WA. You’ll coach reps, recruit new staff, and drive performance to boost appointments and customer satisfaction. This full-time role runs Monday–Friday, 8:30 AM–5:00 PM, with a focus on measurable outcomes.

The ideal candidate has 1+ year in call center leadership, strong communication, and a track record of coaching teams to meet KPIs while maintaining excellent service standards.