Outbound Call Center Lead & Performance Coach

BCI Acrylic Inc.

Tempe (AZ)

On-site

USD 60,000 - 90,000

Full time

7 days ago

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Job summary

APEX Windows & Bath in Tolleson, AZ is seeking a dynamic Call Center Manager to lead our outbound appointment-setting team. You’ll coach, motivate and coach staff to improve performance and appointment quality.

We value energy, accountability and measurable results. You’ll monitor KPIs, run contests, and lead by example, shaping a high-energy environment that delivers quality opportunities for our Sales Representatives.

Qualifications

Experience managing outbound call centers or appointment-setting teams.
Strong coaching and people-development skills.
Balance enthusiasm with accountability and energy with results.
Deep understanding of call-center KPIs and conversion metrics.
Ability to listen to calls and assess quality for improvement.

Responsibilities

Lead the Floor: create an energetic, positive, productive environment.
Coach in Real Time: listen to calls, provide feedback, role-play objections.
Own Appointment Quality: ensure appointments are properly set and high-quality opportunities.
Master the Metrics: monitor KPIs, dialer activity, set rates, conversion trends.
Create Accountability: establish clear expectations and address issues quickly.
Develop Your People: identify strengths/weaknesses and coach accordingly.
Bring the Energy: run contests and team activities to motivate.
Lead by Example: jump on the phones when needed and model great call quality.