Remote Regional Call Center Lead - Southeast

Stonegrove Roofing Partners; Austin (TX); Remote; USD 80,000 - 90,000; Full time

Job summary

Stonegrove Roofing Partners is seeking a Regional Call Center Lead to oversee appointment scheduling, lead follow-up, and call handling across southeastern partners. This role will coach customer service representatives, improve booking performance, and ensure prompt, professional service that aligns with each partner’s local brand.

The ideal candidate will manage daily call center operations, drive quick follow-up, and collaborate with Marketing Managers, regional leadership, and local sales

Qualifications

• 3+ years in a call center, customer service, inside sales, or appointment-setting role.
• Experience leading, training, or coaching a team.
• Strong phone, organization, problem-solving, and customer service skills.
• Experience using CRM, call tracking, and messaging platforms.
• Familiarity with AccuLynx, Hatch, CallRail, or 8x8 is a plus.
• This is a remote position.

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.

Skills

Team leadership

Coaching

Call center operations

Performance metrics

CRM experience

Multi-location support

Roofing knowledge

Tools

AccuLynx

Hatch

CallRail

8x8

Job description

Stonegrove Roofing Partners is seeking a Regional Call Center Lead to oversee appointment scheduling, lead follow-up, and call handling across southeastern partners. This role will coach customer service representatives, improve booking performance, and ensure prompt, professional service that aligns with each partner’s local brand.

The ideal candidate will manage daily call center operations, drive quick follow-up, and collaborate with Marketing Managers, regional leadership, and local sales