Call Center Manager

Constellation Search Group is looking for a Call Center Manager for a full-time direct hire position. The candidate will lead a rapidly growing home services organization's inside sales and customer contact operations. This role involves developing structures, enhancing sales processes, and coaching team members to improve inbound lead generation efforts. It's a highly visible leadership position that requires building scalable systems and processes within an entrepreneurial, fast-paced environment.

Responsibilities:

• Lead and develop a team of appointment setters, receptionists, and inside sales representatives.
• Actively participate in calls while managing team performance.
• Build and improve call center workflows, lead routing structures, scripts, and sales processes.
• Drive accountability for KPIs, including call quality, conversion rates, appointment setting, close rates, and response times.
• Develop scalable training programs, onboarding processes, and coaching initiatives.
• Enhance inbound lead management and prioritization strategies.
• Collaborate with sales leadership to improve sales funnel performance and customer experience.
• Analyze reporting metrics to find efficiency and performance improvement opportunities.
• Assist in creating career growth paths and structure within the inside sales organization.
• Support scaling efforts as the company grows rapidly.

Qualifications:

• Leadership experience in a call center, contact center, or inside sales environment.
• Strong inside sales background with proven success in improving team performance and conversion metrics.
• Experience with building or enhancing sales workflows, call routing systems, and operational processes.
• Hands-on leadership style with the ability to coach, mentor, and contribute alongside the team.
• Experience in high-volume inbound lead generation environments.
• Strong sales acumen with experience managing appointment setters and/or closers.
• Ability to thrive in fast-paced, evolving environments with limited existing SOPs.
• Strong communication, accountability, and organizational skills.
• Home services industry background (e.g., roofing, HVAC, garage doors) is preferred.
• Experience with HubSpot or similar CRM platforms.
• Experience managing remote and onsite inside sales teams.
• Experience scaling inside sales or call center functions within growing organizations.

Benefits:

A comprehensive benefits package is provided including medical, dental and vision coverage along with a retirement savings plan.

Salary Disclaimer:

Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.

Equal Opportunity Employer:

We are deeply committed to building a diverse and inclusive team. We believe that different backgrounds and life experiences make our team better. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.