Regional Call Center Lead: Rapid Response & Coaching

Stonegrove Roofing Partners; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

Stonegrove Roofing Partners is hiring a Regional Call Center Lead to oversee cross-brand call handling, lead follow-up, and appointment scheduling across the southeastern partner companies. This hands-on leader will coach customer service representatives, improve booking performance, and ensure homeowners receive prompt, professional service reflecting each partner's local brand.

The Lead will work closely with Marketing Managers, regional leadership, and local sales teams to convert inquiries

Qualifications

• Three+ years in a call center, customer service, inside sales, or appointment-setting environment.
• Experience leading, training, or coaching a team.
• Strong phone communication, organization, problem-solving, and customer service skills.
• Experience managing performance through call reviews, activity reports, and conversion metrics.
• Ability to support multiple locations, priorities, and local brands.
• Comfort working in CRM, call tracking, business phone, and messaging platforms.
• Roofing, home services, or other appointment-based sales experience preferred.

Responsibilities

• Lead day-to-day call center activities across multiple partner companies, balancing staffing, call volume, and market needs.
• Train and coach representatives on call scripts, customer service, appointment booking, objection handling, and follow-up.
• Conduct regular call reviews and individual coaching sessions to reinforce expectations and address performance gaps.
• Coordinate coverage for peak periods, after-hours inquiries, absences, and storm-related increases in demand.
• Establish accountability for daily activity, service quality, and appointment results.
• Drive rapid response to new inquiries, with a target of an initial outbound call within 15 seconds during staffed hours.
• Ensure inbound calls are answered promptly and missed calls receive immediate follow-up.
• Oversee consistent phone, text, and email follow-up through approved workflows.
• Manage the three-day contact cadence, targeting 13 contact attempts, within the first three days.
• Help representatives qualify customer needs, confirm service areas, and schedule appointments accurately.
• Coordinate with local sales teams to align appointment availability, routing, and customer expectations.
• Monitor unassigned, aging, canceled, and unscheduled leads to prevent missed opportunities.
• Maintain accurate lead records, dispositions, appointment details, and source attribution in AccuLynx.
• Oversee Hatch Speed to Lead settings, follow-up campaigns, scheduling workflows, and representative adoption.
• Monitor call routing, ring groups, voicemail, overflow coverage, and call tracking across supported brands.
• Troubleshoot workflow issues with Marketing, Operations, and technology partners.
• Maintain consistent operating standards while adapting scripts and workflows to each partner's services and market.
• Ensure representatives follow company policies for customer communications, consent, and opt-outs.

Skills

Team leadership

Coaching

Customer service

Communication skills

CRM proficiency

Scheduling

Call routing

Data/metrics

Multi-location support

Tools

AccuLynx

Hatch

CallRail

8x8

Job description

Stonegrove Roofing Partners is hiring a Regional Call Center Lead to oversee cross-brand call handling, lead follow-up, and appointment scheduling across the southeastern partner companies. This hands-on leader will coach customer service representatives, improve booking performance, and ensure homeowners receive prompt, professional service reflecting each partner's local brand.

The Lead will work closely with Marketing Managers, regional leadership, and local sales teams to convert inquiries