What are the responsibilities and job description for the Call Center Manager position at Empire Home Remodeling?
About Us
Here at Empire Home Remodeling we are a fast-growing home remodeling company dedicated to delivering exceptional service and high-quality renovations to homeowners. Our team specializes in transforming homes through windows, bathroom, siding, and whole-home remodeling projects. We are seeking an experienced and motivated Onsite Call Center Manager to lead our customer service and appointment-setting operations.
Position Overview
The Onsite Call Center Manager will oversee the daily operations of our in-house call center team, ensuring exceptional customer interactions, efficient scheduling, and strong lead conversion performance. This role requires a hands-on leader who can coach staff, improve processes, and maintain a high-energy, customer-focused environment.
Key Responsibilities
Here at Empire Home Remodeling we are a fast-growing home remodeling company dedicated to delivering exceptional service and high-quality renovations to homeowners. Our team specializes in transforming homes through windows, bathroom, siding, and whole-home remodeling projects. We are seeking an experienced and motivated Onsite Call Center Manager to lead our customer service and appointment-setting operations.
Position Overview
The Onsite Call Center Manager will oversee the daily operations of our in-house call center team, ensuring exceptional customer interactions, efficient scheduling, and strong lead conversion performance. This role requires a hands-on leader who can coach staff, improve processes, and maintain a high-energy, customer-focused environment.
Key Responsibilities
- Manage and supervise daily call center operations
- Lead, coach, and motivate appointment setters and customer service representatives
- Monitor inbound and outbound call performance metrics
- Develop scripts, call handling procedures, and training materials
- Ensure excellent customer service and professionalism on every call
- Track KPIs including booking rates, call volume, response times, and conversion rates
- Hire, onboard, and train new call center staff
- Collaborate with sales and marketing teams to improve lead quality and customer experience
- Resolve escalated customer concerns in a timely and professional manner
- Maintain scheduling accuracy for inhome consultations and project appointments
- 3 years of call center management experience
- Experience in home remodeling, construction, home services, or related industries is a plus
- Strong leadership and team development skills
- Excellent communication and problemsolving abilities
- Ability to manage performance metrics and reporting
- Proficient with CRM systems, scheduling software, and Microsoft Office/Google Workspace
- Strong organizational and multitasking skills
- Positive attitude with the ability to thrive in a fastpaced environment
- Competitive salary based on experience
- Performancebased bonuses
- Paid time off and holidays
- Health benefits
- Supportive and teamoriented work environment
- Fulltime, onsite position
Salary : $45,000 - $75,000