What are the responsibilities and job description for the Contact Center Manager position at RJW Home?
Lead a High-Performance Appointment Center That Drives Growth
Are you an experienced call center leader who knows what it takes to build, coach, and motivate a winning team?
North Jersey's leading home remodeling company is looking for an exceptional Contact Center Manager to lead our appointment-setting team. This is a hands-on leadership position responsible for driving performance, developing people, and ensuring our sales team is supplied with qualified, high-quality in-home appointments every day.
If you have successfully managed a call center in the home remodeling or home services industry where the primary objective was setting in-home sales appointments, we'd love to speak with you.
What You'll Do
- Lead, coach, and develop a team of approximately 10 appointment setters.
- Drive daily, weekly, and monthly performance metrics including appointment conversion, contact rates, and overall productivity.
- Monitor calls, provide ongoing coaching, and conduct regular performance reviews.
- Recruit, onboard, and train new team members.
- Create a positive, competitive, and accountable team culture.
- Analyze KPIs and implement strategies to continuously improve results.
- Partner closely with sales and executive leadership to ensure calendars remain full and company growth targets are achieved.
- Hold team members accountable while recognizing and rewarding high performance.
What We're Looking For
Required Qualifications:
- 3 years of call center management experience within a home remodeling, home improvement, or home services company
- Experience managing appointment setters supporting an in-home sales organization
- Proven ability to improve team performance through coaching and accountability
- Strong understanding of call center KPIs and performance management
- Excellent leadership, communication, and organizational skills
Compensation & Benefits
- Base Bonus Pay Plan Totaling $75,000-$100,000 (Uncapped Earning Potential)
- Full-time, office-based position
- Stable, growing company with significant opportunity for advancement
- Supportive leadership team and high-performance culture
About Us
We are one of North Jersey's premier home remodeling companies with a reputation built on quality, integrity, and exceptional customer service. As we continue to grow, we're looking for leaders who thrive in fast-paced environments and are passionate about developing winning teams.
Please Note: This position requires previous call center management experience in the home remodeling, home improvement, or home services industry. Candidates without this experience will not be considered.
If you're ready to lead a high-performing team, make an immediate impact, and be rewarded for results, we'd love to hear from you. For immediate consideration, email your resume and a short explanation of why you'd be a great fit directly to: brenna.oconnor@rjwhome.com
Pay: $75,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
Salary : $75,000 - $100,000