Call Center Manager

Why work for K&H Home Solutions?

K&H Home Solutions has been serving Denver homeowners for over 70 years and has an excellent reputation in the market. We specialize in exterior home improvement products and have built a legacy of excellence built on trust, superior craftsmanship, and an unwavering commitment to our customers. K&H is a local, family-owned business and many of our employees have been with us for 10 years. We are looking to hire an experienced Call Center Manager to manage our remote call center team.

Specific job benefits include:

· $65,000-$75,000 salary

· Performance based bonus

· Option to work remotely

· QSHERA Healthcare Reimbursement

· 401k option is in development for 2026

· Paid holidays off

· Holiday parties

· Quarterly in office events

· Paid vacation that increases with seniority

Call Center Manager Job Responsibilities:

Team Recruiting, Management & Compensation

· Hires, onboards and trains call center personnel (both outbound and inbound)

· Provides front-line direction to the Call Center Agents

· Manages our inbound call center & outbound call agents

· Responsible for issuing leads to the sales team and communicating with the VP of Sales about appropriate leads for the sales team

· Prepares work schedules to ensure efficient coverage

· Leads team meetings with call center staff

· Works with VP of Marketing to develop call center budgets

· Works with VP of Marketing to create bonus structure and track bonus performance

· Ensures customer service and quality of work meets K&H Home Solutions requirements and standards

Training

· Refines and executes training curriculum for team

· Writes/edits call scripts for different campaigns and audiences

· Coaches call center staff through challenging customer lead generation objections

Metrics & Performance

· Develops monthly, quarterly, and annual call center goals and action plans

· Oversees Call Center productivity and call volume

· Analyzes call center data and prepare reports for upper management

· Ensures all key performance metrics are attained in addition to improving our customer experience and expanding our customer base.

· Evaluates staff effectiveness and performance on a monthly and quarterly basis

Call Center Manager Desired Qualifications:

· Must have management experience or have been a top producing call center agent

· Minimum of 2-3 years of supervisory experience in a high-volume sales call center managing teams of at least 5-10 (or more) representatives is required for this position

· Outbound call center supervisory experience is a must

· In-home appointment setting experience is a major plus

· Experience implementing AI technology into the call center experience preferred

· Excellent verbal and written communication skills with the ability to communicate with all levels of staff

· High school degree or equivalent required

· Excellent computer and telephone communication skills

· Experience using high-volume call center software

· Excellent listening skills

· Ability to work with minimal supervision

· Must understand call center metrics, processes, methodology & technology

· Ability to quickly gain thorough knowledge of our company’s products & services to support the inside call center representatives

· Ability to multi-task and stay organized

· Excellent interpersonal, problem-solving and leadership skills

K&H Home Remodeling is an equal opportunity employer and prohibits discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Referral program

Work Location: Hybrid remote in Arvada, CO 80002

Salary : $65,000 - $75,000