Outbound Call Center Leader & Performance Coach

BCI Acrylic Inc.; Scottsdale (AZ); On-site; USD 70,000 - 110,000; Full time

Job summary

APEX Windows & Bath is seeking an experienced Call Center Manager to lead our outbound appointment-setting team. We value energy, enthusiasm and a results-driven mindset, and we’re looking for a leader who can motivate a room, coach people, and hold the team accountable while using data to drive improvements.

You will guide the floor, monitor KPIs, and ensure high-quality appointments that translate into successful home visits.

Qualifications

• Proven experience managing an outbound call center, inside-sales team or appointment-setting operation.
• Strong coaching and people-development skills.
• The ability to balance enthusiasm and empathy with accountability.
• A strong understanding of call-center KPIs and conversion metrics.
• Experience listening to and evaluating calls for quality and effectiveness.
• The ability to identify problems, develop solutions and measure the results.
• A leadership style that earns respect rather than simply demanding it.
• Hands‑on experience with Lead Perfection and/or Five9 is a major plus.

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: Make sure appointments are properly set, expectations are clearly established, and our Sales Representatives receive the best opportunities possible.
• Master the Metrics: Monitor KPIs, dialer activity, set rates, confirmation rates, appointment quality, sit rates and conversion trends. Don't just report the numbers - use them to improve performance.
• Create Accountability: Establish clear expectations, recognize strong performance and address problems quickly and directly.
• Develop Your People: Identify strengths and weaknesses within the team and coach each person accordingly.
• Bring the Energy: Run contests, spiffs and team activities that make achieving goals fun and rewarding.
• Lead by Example: When necessary, get on the phones, handle difficult situations and show the team what great sounds like.

Skills

Call center management

Coaching

KPIs / analytics

Quality evaluation

Problem solving

Leadership

Lead Perfection / Five9

Tools

Lead Perfection

Five9

Job description

APEX Windows & Bath is seeking an experienced Call Center Manager to lead our outbound appointment-setting team. We value energy, enthusiasm and a results-driven mindset, and we’re looking for a leader who can motivate a room, coach people, and hold the team accountable while using data to drive improvements.

You will guide the floor, monitor KPIs, and ensure high-quality appointments that translate into successful home visits.