Contact Center Manager

Total Compensation Opportunity: $110,000–$120,000

Compensation: $80,000–$90,000 base salary up to $30,000 in performance-based bonuses

About the Role

Long Home is seeking a results-driven Contact Center Manager to lead our Contact Center team and maximize the conversion of inbound and outbound leads into qualified sales appointments.

This is a hands-on leadership role for someone who knows how to build strong teams, develop frontline leaders, use data to drive performance, and create a culture of accountability and continuous improvement.

The Contact Center Manager will oversee Contact Center Supervisors and Agents, with responsibility for lead conversion, appointment quality, productivity, staffing, quality assurance, and the overall prospect experience. You’ll also help us continue to modernize our Contact Center through AI, automation, and emerging technologies that improve efficiency and performance.

What You’ll Do

• Lead, coach, and develop Contact Center Supervisors and Agents to consistently achieve conversion, productivity, quality, and appointment goals.
• Develop supervisors into strong frontline leaders with skills in coaching, accountability, objection handling, performance management, and operational decision-making.
• Oversee daily Contact Center operations, staffing, scheduling, workflow, and performance.
• Monitor key performance metrics and identify trends, opportunities, and corrective actions to improve results.
• Recruit, train, motivate, and retain a high-performing Contact Center team.
• Use call monitoring, quality assurance, reporting, and analytics to strengthen agent performance and appointment quality.
• Drive adoption and optimization of Contact Center technology, including AI-powered voice, chat, SMS, agent-assist, and automation tools.
• Identify opportunities to improve scripts, workflows, processes, technology, and lead conversion strategies.
• Ensure supervisors and agents are informed and trained on current products, promotions, processes, and company policies.
• Lead team meetings, provide ongoing coaching, and address performance issues quickly and effectively.
• Resolve escalated customer concerns while protecting the customer experience and company reputation.
• Partner closely with Marketing, Sales, and Operations to improve lead management, appointment quality, and overall business results.

What We’re Looking For

• 5 years of experience in a high-volume call/contact center environment, including leadership experience.
• Proven ability to lead performance-driven teams and consistently achieve conversion, productivity, sales, or appointment-setting goals.
• Strong coaching and people-development skills, including experience developing frontline supervisors or team leads.
• Strong analytical skills with the ability to interpret Contact Center data and turn insights into action.
• Experience with CRM, dialer, call tracking, quality assurance, and Contact Center technology.
• Experience with AI-powered Contact Center tools, conversational AI, automation, speech analytics, or similar technology strongly preferred.
• Salesforce and Five9 experience preferred.
• Excellent communication, problem-solving, conflict-resolution, and organizational skills.
• Ability to thrive in a fast-paced, high-accountability environment and lead effectively during peak-volume periods.
• Home improvement, inside sales, lead generation, or appointment-setting experience is a plus. 

Education: High school diploma or equivalent required; college degree preferred.

About Long Home

For nearly 80 years, Long Home has helped homeowners improve and protect their homes through quality products, professional installation, and a commitment to exceptional service.

Our success starts with our people. We believe in creating a performance-driven, supportive environment where employees are challenged to grow, recognized for their contributions, and given opportunities to build their careers.

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