[{"_1":2,"_3":-5,"_4":-5},"loaderData",{"_5":6,"_7":8},"actionData","errors","routes/ssr/_anon-layout",{"_272":273,"_274":275,"_276":-5,"_277":278,"_279":280,"_281":282,"_283":284},"browse-city",{"_9":10,"_11":12,"_13":14,"_15":16,"_17":18,"_19":20,"_21":22,"_23":24,"_25":26,"_27":28,"_29":30,"_31":32},"careerAreaSlug","customer-support","careerAreaName","Customer Support","occupationSlug","call-center-manager","occupationName","Call Center Manager","stateSlug","nc","stateName","North Carolina","citySlug","charlotte","cityName","Charlotte","jobs",[253],"gone",false,"selectedJobDetail",{"_36":37,"_38":39,"_40":16,"_41":42,"_43":44,"_45":46,"_47":48,"_49":50,"_51":52,"_23":53,"_19":20,"_54":55,"_56":57,"_58":59,"_60":61,"_62":63,"_64":65,"_66":67,"_68":28,"_69":55,"_70":55,"_71":28,"_72":28,"_73":74,"_75":76,"_77":78,"_79":80,"_81":28,"_82":28,"_83":84,"_85":86,"_87":88,"_89":90,"_91":92,"_93":94,"_95":96,"_97":98,"_99":100,"_101":102,"_103":104,"_105":106,"_107":28,"_108":109,"_110":111,"_21":22,"_17":18,"_13":14,"_112":113,"_9":114,"_115":116,"_117":118,"_119":120,"_121":122,"_123":124,"_125":126,"_127":55,"_128":37,"_129":39,"_130":113,"_131":132,"_133":134,"_135":136},"selectedJobCompanyDetails",{"_33":34,"_35":34},"profileURL","","CompanyName","id","146975a2c833b75e7806bb43f15b115693b0973a","slug","call-center-manager-146975a2","title","body","About the Opportunity Southern National Roofing recently insourced its centralized call center. Five months into the operation, the foundation is in place and the team is producing results

but we are still early in the center's development.

We are looking for a hands-on Call Center Manager to lead the operation through its next stage of development and growth. This is not a start-from-scratch role, but it isn't a maintenance role either. You'll inherit an operating call center with an Assistant Manager, three Team Leaders, frontline representatives, technology, processes, and performance standards already in place. There is also plenty left to improve. We need a manager who can quickly understand what's working, identify opportunities, strengthen the management team, improve performance, and help us build a more consistent, scalable operation. What You'll Lead Our call center supports multiple parts of Southern National's customer acquisition process, including: Inbound and outbound lead response and appointment setting Follow-up and rehash of existing leads Inbound scheduling calls generated by our canvassing teams Confirmation of canvassing-generated appointments Confirmation of paid and aggregator-generated appointments Other lead-management and customer-contact activities supporting our field sales organization The center operates Monday through Saturday, 9:00 AM to 8:00 PM. You won't be expected to personally work every hour the center is open. You will be responsible for ensuring appropriate agent and management coverage so that someone owns the operation at all times. This Is a Hands-On Leadership Position We're looking for a manager who is comfortable moving between managing the business and working in the business. Lead and develop our Assistant Manager and three Team Leaders. Set clear expectations and accountability across the management team. Spend meaningful time on the call center floor. Listen to live and recorded calls. Coach representatives and develop the managers responsible for coaching them. Jump in and take calls when necessary. Personally demonstrate effective call handling and appointment-setting techniques. Help representatives improve objection handling, lead follow-up, confirmation, and appointment-setting skills. Address underperformance quickly and appropriately. Develop future leaders as the center grows. Taking calls isn't intended to replace appropriate staffing. It's part of leading by example and staying close enough to the operation to understand what's really happening. Scheduling & Workforce Management You'll own the staffing strategy for a call center operating 66 hours each week. Develop schedules based on lead volume, call patterns, campaigns, and expected demand. Ensure appropriate agent coverage across the center's different functions. Schedule the management team to provide leadership coverage throughout operating hours. Ensure a clearly designated leader is responsible whenever you're not present. Monitor attendance, schedule adherence, productivity, and staffing requirements. Adjust staffing as volume and business conditions change. Plan for seasonal changes and continued growth. Balance customer response, productivity, service levels, and payroll efficiency. Manage Through the Numbers We want someone who understands that KPIs aren't simply numbers on a report

they are tools for managing the business.

You'll analyze performance across metrics including: Speed-to-lead Contact rate Appointment set rate Confirmation rate Issued appointment rate Demo rate Call volume and agent productivity Abandon rate and service level Canvassing inbound call handling Lead-source and campaign performance Rehash and follow-up performance Downstream appointment and sales performance You'll need to look beyond overall averages and understand results by team, representative, lead source, campaign, call type, and time period. Most importantly, you'll need to determine why performance is changing and turn that analysis into action. Technology Southern National operates a technology-driven lead-management environment.

Our primary platforms include:

Convoso

Dialer and contact center platform Salesforce
CRM and lead/customer management ActiveProspect
Lead filtering and lead-management technology Experience with Convoso and Salesforce is preferred, but comparable platform experience and the ability to learn quickly will also be considered.

Home Services Experience Matters Experience in the home-services industry is strongly preferred. We are particularly interested in candidates with leadership experience supporting high-ticket residential sales in: Roofing Windows Siding Doors HVAC Bath remodeling Solar Other high-ticket home-improvement categories Candidates who understand the relationship between speed-to-lead, appointment setting, confirmation, issued appointments, demos, and field sales performance will have a significant advantage. Requirements What We're Looking For 3+ years of contact center leadership experience, preferably in appointment setting, inside sales, lead management, or a similar environment. Experience managing through supervisors, Team Leaders, or other frontline leaders. Strong workforce planning, scheduling, and staffing skills. Demonstrated ability to analyze KPIs and use data to improve performance. Experience managing inbound and outbound calling environments. Strong coaching and performance-management skills. Experience with CRM, dialer, and contact center technology. Ability to diagnose operational problems and identify root causes. Strong analytical, organizational, and communication skills. A willingness to be a visible, hands-on leader. Ability to work full-time on-site in Charlotte, NC. Flexibility to support a Monday-through-Saturday operation. Highly Preferred Home-services leadership experience Roofing, windows, siding, or similar high-ticket home-improvement experience Convoso experience Salesforce experience ActiveProspect or similar lead-management experience Experience with paid digital leads and speed-to-lead programs Experience supporting an in-home sales organization Multi-market experience Strong Excel and reporting skills

Benefits Compensation & Benefits Base Salary:

$80,000

85,000, based on experience The position also includes a strong performance-based bonus opportunity tied to call center and company performance.

Successful performance is expected to provide an opportunity for total annual compensation of $100,000 or more, with meaningful additional upside as the center, company, and scope of the position continue to grow. Health benefits 401(k) Paid time off Company holidays This is a full-time, on-site position in Charlotte, North Carolina. Remote employment will not be considered. 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Find & Apply For Call Center Manager Jobs in Charlotte, North Carolina

Call Center Manager