Outbound Call Center Leader & Performance Coach

Bath Concepts Independent Dealers; Mesa (AZ); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive base salary

Performance-based incentives

Job summary

APEX Windows & Bath in Tolleson, AZ is seeking an experienced Call Center Manager to lead our outbound appointment-setting team. You'll create an energetic, positive environment while driving results through coaching and accountability.

You will monitor KPIs, coach in real time, and ensure high-quality appointments for our Sales Representatives. This role blends leadership, hands-on phone work when needed, and a focus on measurable performance.

Qualifications

• Proven experience leading outbound call centers or appointment-setting teams.
• Strong coaching and people-development skills with the ability to motivate a team.
• Balance enthusiasm and empathy with accountability and 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 feedback, role-play objections and develop skills
• Own Appointment Quality: Ensure appointments are properly set and opportunities are high quality
• Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates and conversion trends
• Create Accountability: Set clear expectations, recognize performance and address issues quickly
• Develop Your People: Identify strengths/weaknesses and coach accordingly
• Bring the Energy: Run contests and team activities to motivate the team
• Lead by Example: Occasionally take calls to model great performance

Skills

Outbound call center management

Coaching and people development

KPIs & conversion metrics

Lead by example

Lead Perfection / Five9

Tools

Lead Perfection

Five9

Job description

APEX Windows & Bath in Tolleson, AZ is seeking an experienced Call Center Manager to lead our outbound appointment-setting team. You'll create an energetic, positive environment while driving results through coaching and accountability.

You will monitor KPIs, coach in real time, and ensure high-quality appointments for our Sales Representatives. This role blends leadership, hands-on phone work when needed, and a focus on measurable performance.