Player-Coach Call Center Manager - Lead & Book Appointments

Nelson Exteriors; Marietta (GA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Insurance (Medical, Dental, Vision)

401(k) with match

Paid time off

Paid training on scripts & systems

Job summary

Nelson Exteriors in Marietta, GA is seeking a Call Center Manager to lead a small CSR team and personally handle inbound/outbound calls. This player-coach role emphasizes coaching, script adherence, and owning the metrics that fill the sales calendar.

You will manage lead intake, appointment setting, and daily call-center operations, while reporting to the GM and growing the team as the business expands.

Qualifications

• 2+ years in a call center, phone-based sales, or customer-service environment with 1+ year leading or coaching a team.
• Proven ability to set appointments or convert leads over the phone and teach others to do it.
• Capable of handling a load of calls daily as a player-coach, not a desk-only role.
• Coaching mindset with accountability and leadership in a fast-growing team.
• Comfortable using CRM and communication platforms (JobNimbus and GoHighLevel a plus).
• Excellent phone presence and communication skills; clean background check.

Responsibilities

• Lead and coach the CSR team, set expectations, monitor quality, and hold the team to numbers.
• Run the daily call center rhythm, recognize top performers and coach the rest.
• Hire and onboard new CSRs as the team grows.
• Personally take inbound calls and make outbound follow-ups to model best practices.
• Ensure script adherence, tone, and high-quality appointment setting.
• Track metrics and report call volume, speed-to-lead, set rate, and script compliance.

Skills

Call center experience

Team leadership

Appointment setting

Coaching

Script adherence

CRM proficiency

Phone-based sales

Tools

JobNimbus

GoHighLevel

Job description

Nelson Exteriors in Marietta, GA is seeking a Call Center Manager to lead a small CSR team and personally handle inbound/outbound calls. This player-coach role emphasizes coaching, script adherence, and owning the metrics that fill the sales calendar.

You will manage lead intake, appointment setting, and daily call-center operations, while reporting to the GM and growing the team as the business expands.