Call Center Manager

Call Center Manager

Wise Choice Remodeling, Inc. | Los Angeles, CA

Company

Wise Choice Remodeling is a Southern California–based residential remodeling platform delivering full-service home renovation through a licensed subcontractor model.

Role

The Call Center Manager owns the performance, structure, and scalability of Wise Choice’s lead outreach and appointment-setting operations. This leader manages a team of 15–20 call representatives responsible primarily for contacting inbound and outbound leads and scheduling qualified consultations for the company’s sales representatives. The role focuses on maximizing lead engagement, qualification, and appointment generation while ensuring efficient handoff to the sales team. The Call Center Manager builds systems, processes, and performance management frameworks that drive consistent meeting volume and high-quality sales opportunities.

Key Responsibilities

• Lead, manage, and develop a distributed team of 15–20 call representatives focused on lead

outreach and appointment booking.

• Establish clear performance KPIs including contact rate, qualification rate, appointment booking

rate, show rate, and pipeline contribution.

• Build and continuously refine call scripts, lead qualification frameworks, objection handling

guides, and outreach workflows designed to convert leads into booked consultations.

• Implement QA systems, call monitoring, coaching cadence, and performance scorecards to

improve call effectiveness and conversion performance.

• Manage daily call activity, rep productivity, scheduling coverage, and staffing optimization across

time zones.

• Work closely with the Sales team to ensure smooth handoff of qualified appointments and

alignment on lead quality and customer expectations.

• Own CRM workflows related to lead tracking, outreach attempts, appointment scheduling, and

reporting dashboards.

• Analyze lead funnel performance to identify leakage points and implement process improvements

that increase booked meetings and show rates.

• Partner with Marketing to improve lead responsiveness, outreach strategy, and overall lead

conversion efficiency

Qualifications

• 5 years managing call centers, appointment-setting teams, or inside sales operations (multi-

location or remote teams preferred).

• Proven experience managing teams responsible for lead outreach, qualification, or appointment

setting.

• Strong understanding of lead funnels, outreach conversion metrics, and performance-driven call

operations.

• Data-driven operator comfortable managing CRM systems, dashboards, and call analytics.

• Strong leadership, coaching, and accountability skills.

Reporting

• Reports directly to the VP of Sales or Director of Operations. Works cross-functionally with Sales, Marketing, and Operations to ensure consistent generation of qualified sales opportunities.

Salary

• $90K-$105K Total annual comps Preformence bonuses