Outbound Call Center Leader: Coach & Performance Builder

Bath Concepts Independent Dealers; Phoenix (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

APEX Windows & Bath has an opening for a Call Center Manager in Tolleson, AZ. You will lead an outbound appointment-setting team, coach in real time, ensure high-quality appointments, and monitor KPIs to continuously improve performance.

A leadership-driven culture rewards energy and results and you will be expected to drive accountability and team growth. We offer a competitive base salary plus performance-based incentives.

Qualifications

• Proven experience leading outbound call centers or appointment-setting teams.
• Strong coaching, listening, and real-time feedback skills.
• Solid understanding of call-center KPIs and conversion metrics.
• Leadership style that earns respect and drives results.

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 with clear expectations for Sales Reps.
• Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates, appointment quality, sit rates and conversion trends.
• Create Accountability: Establish clear expectations, recognize strong performance and address problems quickly.
• Develop Your People: Identify strengths and weaknesses and coach each person accordingly.
• Bring the Energy: Run contests, spiffs and team activities that make goals fun and rewarding.
• Lead by Example: When needed, join calls to model best practices.

Skills

Call center management

Coaching & feedback

KPIs & metrics

Team leadership

Tools

Lead Perfection

Five9

Job description

APEX Windows & Bath has an opening for a Call Center Manager in Tolleson, AZ. You will lead an outbound appointment-setting team, coach in real time, ensure high-quality appointments, and monitor KPIs to continuously improve performance.

A leadership-driven culture rewards energy and results and you will be expected to drive accountability and team growth. We offer a competitive base salary plus performance-based incentives.