Job Description

Call Center Manager – Hands-On Leader with Expertise in Appointment Setting & Team Development

Are you a highly focused, hands-on leader with a deep understanding of call center operations, especially in appointment setting? Do you excel at not just managing but also mentoring and developing a team to achieve exceptional results? We are looking for a Call Center Manager who embodies leadership through action, with a passion for training, uptraining, and fostering a positive, high-performance culture.

Key Responsibilities:

• Team Leadership & Performance Management:
• Directly manage and oversee a team of appointment setters, ensuring daily, weekly, and monthly targets are met or exceeded.
• Drive a culture of accountability and performance by providing clear KPIs and holding team members to high standards.
• Monitor live calls, provide real-time feedback, and run regular coaching sessions to sharpen skills and improve performance.
• Develop personalized coaching plans for team members based on their strengths and areas for improvement, ensuring continuous skill development.
• Appointment Setting Expertise:
• Leverage your deep understanding of appointment setting to lead by example, setting the tone for how calls should be executed.
• Optimize scripts, call flow, and objection handling techniques to maximize appointment setting success rates.
• Implement best practices for scheduling and maintaining accurate and efficient calendars, ensuring lead conversion is maximized.
• Training & Uptraining:
• Design and execute robust training programs for both new hires and existing team members, ensuring everyone is equipped with the tools they need to succeed.
• Conduct uptraining sessions regularly, with a focus on refining techniques, improving close rates, and enhancing customer service skills.
• Provide ongoing support and development opportunities, ensuring team members stay sharp, motivated, and continuously improving.
• Operational Efficiency & Continuous Improvement:
• Analyze call center data and metrics to identify trends, areas of improvement, and opportunities for increased efficiency.
• Continuously assess the effectiveness of appointment setting strategies and implement changes as needed.
• Collaborate with upper management to align team goals with broader company objectives and ensure smooth operation across departments.
• Fostering a Positive Work Environment:
• Maintain a positive, upbeat atmosphere within the call center, where team members feel supported and motivated to perform at their best.
• Lead by example with a consistent, can-do attitude that fosters teamwork, enthusiasm, and a shared drive for success.

What We’re Looking For:

• Call Center Expertise: Minimum of 3-5 years of experience managing a call center, specifically in an appointment setting or outbound calling environment.
• Proven Track Record in Training & Development: Demonstrated success in training and uptraining teams to increase productivity and achieve performance goals.
• Strong Analytical Skills: Ability to interpret call center metrics and translate them into actionable insights for improvement.
• Hands-On Leadership: A manager who is comfortable jumping into the action, handling calls when needed, and leading the team by example.
• Excellent Communication: Clear, effective communicator who can inspire and motivate a diverse team while providing constructive feedback.
• Positive & Consistent Attitude: Someone who maintains a steady, motivating presence regardless of challenges, inspiring the team to stay focused and engaged.

Why Join Us?

• Be part of a dynamic, fast-paced environment where your contributions directly impact the success of the team and company.
• Work in a culture that values continuous improvement, innovation, and employee growth.
• Competitive compensation, along with bonus incentives tied to team performance.

Benefits

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• Weekends as needed

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