What are the responsibilities and job description for the Assistant Call Center Manager position at Carolina Home Remodeling?
About Us
Drive Performance. Develop People. Deliver Results.
Carolina Home Remodeling is a 23-year-old, locally-owned company proudly serving the Greater Charlotte Area with industry-leading windows, doors, and bathroom solutions. Our reputation is built on exceptional craftsmanship, premium products, and a commitment to delivering an outstanding customer experience.
What truly sets us apart is our culture. We believe high performance is driven by accountability, consistency, and teamwork. Our call center plays a critical role in our success—setting the tone for the customer journey and fueling company growth.
If you’re looking for a long-term career with leadership growth—not just a stepping stone—this is an opportunity to develop within a company that invests in its people and promotes from within.
About the Role
We’re hiring a Call Center Assistant Manager to support daily operations, coach team performance, and help drive appointment-setting success. This is a hands-on leadership role focused on developing agents, maintaining accountability, and ensuring consistent execution of call center processes.
You will work closely with the Call Center Manager to improve key performance metrics, reinforce company standards, and create a culture of ownership and continuous improvement.
Key Responsibilities
- Support day-to-day call center operations, ensuring coverage, productivity, and efficiency
- Coach and develop Call Center Representatives through call reviews, feedback, and real-time support
- Monitor and drive performance metrics including LPH, DPH, set rate, and confirmation rate
- Ensure accurate and detailed call notes are documented for every prospect interaction
- Assist with hiring, onboarding, and training new team members
- Hold team members accountable to company policies, scheduling, and performance expectations
- Identify performance gaps and implement action plans to improve results
- Partner with leadership to optimize scripts, processes, and overall call flow
- Step in to handle escalated calls and support the team as needed
Qualifications
- 1–3 years of experience in a call center, appointment setting, or inside sales environment
- 2 years of experience in a leadership, team lead, or mentoring role
- At least 1 year of experience in home improvement lead generation or sales
- 1–3 years of experience working with CRM systems and dialer platforms
- Proven ability to meet or exceed individual performance metrics (appointments set, conversion rates, or similar KPIs)
- Strong understanding of call center operations, including lead management, follow-up, and appointment setting
- Experience assisting with scheduling, staffing, and performance reporting
- Ability to handle escalated customer interactions professionally and effectively
- Strong communication, organizational, and reporting skills
- Experience with Lead Perfection, Five9, and Balto is a plus
What We Offer
- Comprehensive onboarding and hands-on training
- Competitive salary with performance-based incentives
- Paid time off and paid holidays
- Health and dental insurance
- 401(k) with company match
- Clear path for advancement within a growing organization
Equal Employment Opportunity
Carolina Home Remodeling provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any kind. We are committed to fostering an inclusive environment for all.
Pay: $60,000 – $85,000 per year
Work Location: In person
Salary : $60,000 - $85,000