Booking Manager (Lead Conversion & Call Team Manager)

Position Overview:

The Booking Manager is responsible for leading and managing the Lead Specialist team to maximize appointment bookings from inbound and outbound leads. This role owns the front-end conversion process — ensuring every lead is contacted quickly, handled professionally, and converted into a scheduled appointment. The Booking Manager drives performance through training, tracking KPIs, and holding the team accountable to high standards.

Key Responsibilities:

Team Leadership & Management Manage, train, and coach Lead Specialists (call setters) Set daily/weekly booking targets and hold team accountable Monitor calls, provide feedback, and improve scripts Run daily huddles and performance reviews Lead Conversion Optimization Ensure all leads are contacted quickly (speed-to-lead) Improve show rate and booking percentage Refine scripts, objection handling, and follow-up systems Implement call flows that maximize booked appointments Performance Tracking & KPIs Track individual and team performance daily Identify low performers and take corrective action Report metrics to leadership with clear insights Pipeline & Follow-Up Management Ensure all unbooked leads are consistently followed up Build and enforce multi-touch follow-up sequences (calls, texts, emails) Prevent lead leakage — no lead left behind Sales & Marketing Alignment Work with marketing to improve lead quality Communicate feedback on lead sources and performance Coordinate with sales team to ensure smooth handoff of booked appointments Systems & Process Management Maintain CRM accuracy and lead tracking Build efficient workflows for lead distribution and assignment Optimize automation while maintaining personal touch Key Performance Indicators (KPIs): Lead-to-appointment booking rate (%) Speed-to-lead (response time) Contact rate (% of leads reached) Show rate (% of booked appointments that show) Cost per booked appointment Follow-up attempts per lead Revenue generated from booked appointments

Qualifications:

2-5 years in call center, inside sales, or appointment setting leadership Proven experience managing a team and hitting conversion targets Strong understanding of sales processes and objection handling Experience with CRM systems and lead tracking High-level communication and leadership skills Traits for

Success:

Results-driven and numbers-focused Strong leader who holds people accountable Competitive and performance-oriented Process-driven with a focus on efficiency Excellent communicator and coach Compensation Structure (High-Performance Model): Base Salary + Performance Bonus tied to: Booking rate Show rate Revenue from booked leads Team performance metrics