What are the responsibilities and job description for the Call Center Manager position at MKD Kitchen and Bath?
Call Center Manager
Location: Troy, MI | Onsite
MKD Kitchen and Bath is a 75-year-old family-owned home remodeling company specializing in cabinet refacing, countertops, and full kitchen & bath remodels across Michigan, Northern/Central Indiana, and Northern Ohio. We're growing fast—and looking for a Call Center Manager to lead our inbound and outbound appointment-setting teams.
Key Responsibilities
- Lead day-to-day call center operations for our $12M in-home sales and design center divisions
- Manage team KPIs, ensuring the team meets or exceeds established goals for: set rate, issue rate, and demo rate
- Recruit, hire and train call center personnel; an immediate need to hire 3 reps initially
- Align with marketing and sales teams to optimize lead flow
- Provide ongoing coaching, mentoring, and performance feedback to the team
- Monitor and analyze call center metrics and reports to identify trends, address performance gaps, and implement process improvements
- Review the call scripts for areas of improvement
- Develop and implement call center strategies to optimize efficiency, productivity, and sales
Requirements
- 3–5 years call center leadership experience at a $10M company (home improvement strongly preferred)
- Experience managing hybrid (in-house and offshore) teams
- Strong coaching, reporting, and performance management skills
- Familiarity with marketing ROI metrics and cost per lead/issued appt analysis
- Experience with LeadPerfection would be a plus
What is Being Offered
- Flexible compensation, base bonus
- Full benefits
- PTO