Onsite Call Center Manager – Lead & Coach Appointments

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

Benefits offered by this job

401(k)

Health insurance

Job summary

Luxury Bath of Seattle is seeking an experienced Call Center Manager to lead our call center team in Tukwila, WA. This on-site role drives performance, coaching, and accountability for appointment setting and customer interactions.

You will manage daily operations, hire and develop staff, track KPIs, and collaborate with sales leadership to maximize opportunities while maintaining top-tier customer service in a fast-paced environment.

Qualifications

• 1+ year of call center management or team leadership experience.
• Experience coaching and developing employees in a performance-driven environment.
• Strong leadership and accountability skills.
• Experience with KPIs, performance metrics, quotas, or appointment-setting goals.
• Excellent customer service and conflict-resolution abilities.
• Strong verbal and written communication skills.
• Strong organizational, scheduling, and multitasking abilities.
• Comfortable using CRM systems and learning new software.
• Attention to detail and follow-through.
• Ability to thrive in a fast-paced environment.

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.
• Track key performance metrics and appointment setting.
• Resolve escalated customer concerns and service issues.
• Coordinate appointment availability with the sales team.
• Maintain a high standard of customer service and professionalism.
• Identify and implement process improvements.

Skills

Call Center Management

Coaching

Leadership

KPIs / Metrics

Customer Service

Conflict Resolution

Communication

Scheduling

CRM Systems

Attention to detail

Tools

CRM software

Job description

Luxury Bath of Seattle is seeking an experienced Call Center Manager to lead our call center team in Tukwila, WA. This on-site role drives performance, coaching, and accountability for appointment setting and customer interactions.

You will manage daily operations, hire and develop staff, track KPIs, and collaborate with sales leadership to maximize opportunities while maintaining top-tier customer service in a fast-paced environment.