Call Center Manager - B2C Home Improvement Company

Call Center Manager - B2C Home Improvement Company 4.5 4.5 out of 5 stars Ocala, FL 34470 Full-time Ocala Baths, LLC 10 reviews Full-time ON-SITE only -

Location:

Ocala, FL (This is NOT a remote or hybrid position.) Inside Sales Manager / Call Center Manager Ocala Baths | Ocala, FL Full-Time | Competitive Salary + Performance Bonuses About Us Ocala Baths is a fast-growing home improvement company specializing in bath and shower remodeling solutions. We operate a high-volume, performance-driven call center that fuels our sales team with qualified appointments. Our culture is built on accountability, speed, and results. We are looking for an experienced Call Center Manager in the Home Improvement Industry (baths, windows, doors, solar, etc.) who can lead from the front, drive performance, and build a world-class outbound/inbound appointment-setting team. Position Overview The Call Center Manager is responsible for leading, training, and optimizing a team of agents and confirmers focused on inbound and outbound lead conversion, appointment setting, and appointment confirmation. You will own daily performance, KPIs, scripts, training, and accountability to ensure maximum revenue generation from marketing leads. Key Responsibilities Manage day-to-day operations of the call center (agents + confirmers) Drive performance against core

KPIs:

Set Rate Confirmation Rate Net Issued Rate Demo Rate Monitor call quality, scripting, and rebuttal effectiveness Train and coach agents on: Lead conversion Overcoming objections and setting firm appointments Ensure speed-to-lead execution (ASAP lead handling) Oversee dialing strategies, queue management, and follow-up cadence Analyze performance data and identify gaps/opportunities Collaborate with Marketing Director to improve lead quality and ROI Work closely with Sales to ensure appointment quality and outcomes Recruit, onboard, and develop top-performing call center staff Enforce company policies, attendance, and performance standards consistent with company guidelines What Success Looks Like Strong, consistent set rates and net issue rates across lead sources High agent productivity (calls/day, sets/day) Low fallout between set → confirm → demo A motivated, competitive, and accountable team culture Qualifications 2+ years Call Center Management experience (required) Experience in high-volume outbound/inbound Home Improvement / remodeling sales environments (windows, doors, solar, baths, etc.) Strong background in lead conversion and appointment setting Proven ability to manage KPIs and drive performance Experience with dialers (Five9 or similar preferred) Experience with CRM (Lead Perfection or similar preferred) Strong coaching, training, and leadership skills Data-driven mindset (comfortable with reports, metrics, and optimization) Ability to thrive in a high-accountability environment Compensation & Benefits Competitive base salary (based on experience) Performance-based bonuses tied to team KPIs Paid Time Off (PTO) Why Join Us Opportunity to build and scale a high-performance call center Work alongside leadership focused on growth and results No ceiling on impact or career advancement Apply Today If you are a results-driven leader who knows how to turn leads into revenue , we want to hear from you.

Benefits:

Paid time off Relocation assistance

Experience:

Call Center Manager, Home Improvement:

3 years (Required) Ability to

Relocate:

Ocala, FL 34470: Relocate before starting work (Preferred)

Work Location:

In person