Contact Center Manager

Contact Center Manager

TORQ Coatings

Position Overview

TORQ Coatings is looking for a driven, organized, and high-energy Contact Center Manager to help lead the front line of our customer experience. This is a working leadership role designed for someone who is willing to lead from the front, stay involved in the day-to-day operation, and help build a high-performance contact center culture.

This role is not for someone who simply wants to manage from behind a desk. We are looking for someone willing to actively work on the phones, help set appointments, confirm appointments, coach the team, and build structure alongside leadership.

You will work closely with the Director of Business Operations, sales leadership, and marketing team to help drive appointment flow, improve communication, reduce cancellations, and help create a world-class customer experience from first contact to installation.

TORQ Coatings is a fast-growing sales and marketing organization built around customer experience, speed, communication, and operational excellence. This role is expected to evolve as the company grows and offers strong long-term leadership opportunities for someone who proves they can lead people, improve systems, and help build infrastructure inside a rapidly scaling company.

Compensation

* Base Salary: $60,000 - $70,000

* On-Target Earnings (OTE): $80,000 - $95,000

* Performance bonus opportunities based on team performance and company sales goals

* Leadership growth opportunities within the company

Key Responsibilities

Leadership & Team Development

* Lead and manage daily contact center operations

* Coach and develop contact center representatives

* Lead from the front by actively working on the phones alongside the team

* Help create accountability, structure, and positive team culture

* Assist with hiring, onboarding, and training new team members

* Improve scripts, communication standards, and follow-up processes

* Help establish and maintain departmental KPIs

* Help build infrastructure, processes, and operational systems as the company grows

Contact Center Operations

* Manage inbound and outbound customer communication

* Schedule qualified in-home consultation appointments for the sales team

* Make appointment confirmation calls to reduce cancellations and no-shows

* Assist with reschedules and calendar management

* Follow up on unsold estimates, old leads, and rehash opportunities

* Manage lead flow from calls, web forms, Facebook, Google, text, chat, and marketing campaigns

* Help improve speed-to-lead and customer response times

* Maintain organization inside Builder Prime and company systems

* Work alongside the Director of Business Operations to improve workflows, SOPs, reporting, and operational execution

Customer Experience

* Deliver a strong first impression for every homeowner

* Ensure customers feel informed, cared for, and communicated with throughout the process

* Handle escalated customer concerns professionally and efficiently

* Assist with review generation and referral opportunities

* Work closely with sales and production teams to ensure smooth customer communication and handoff

Reporting & KPIs

* Monitor and report on:

* Appointment set rate

* Contact rate

* Cancel rate

* Speed-to-lead

* Follow-up performance

* Customer satisfaction

* Help leadership identify operational improvements and growth opportunities

Qualifications

* Previous leadership, call center, inside sales, or customer service experience preferred

* Strong communication and organizational skills

* Ability to multitask in a fast-paced environment

* Positive attitude with a willingness to learn and grow

* Comfortable leading while actively participating in daily operations

* Strong problem-solving and people skills

* Home service industry experience is a plus

* Coachable, competitive, and team-oriented mindset

Growth Opportunity

This role is designed for someone looking to grow into larger operational leadership opportunities over time. As TORQ Coatings expands into new markets, this position will continue to evolve with additional leadership responsibilities and opportunities for advancement.

About TORQ Coatings

TORQ Coatings specializes in premium concrete coating systems for garages, basements, patios, and commercial spaces. We are building a customer-first company focused on communication, speed, quality, and delivering a world-class experience from first contact to final walkthrough.

If you are someone who enjoys leadership, thrives in fast-paced environments, and wants the opportunity to grow with a rapidly expanding company, we’d love to hear from you.