CALL CENTER MANAGER

Carolina Home Remodeling - 3.0 Charlotte, NC Job Details Full-time $80,000 - $90,000 a year 15 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off 401(k) matching Qualifications Administrative experience Inside sales Recruiting Process management Call center management Full Job Description Carolina Home Remodeling is seeking a Call Center Manager to lead our appointment-setting team. This role is responsible for staffing, coaching, performance, daily operations, and administration of the department's soft-ware systems. Experience with Lead Perfection, RingCentral, and Hatch is strongly preferred. Key Responsibilities

• Recruit, train, schedule, coach, and manage call center employees.
• Drive team performance against appointment-setting and other established KPIs.
• Monitor calls and ensure employees follow approved scripts, processes, and confirmation procedures.
• Oversee appointment scheduling, lead assignments, customer records, and data accuracy.
• Administer Lead Perfection, RingCentral, Hatch, and related call center systems.
• Manage users, permissions, call routing, campaigns, templates, workflows, and reporting.
• Troubleshoot basic system issues and coordinate with software vendors when needed.
• Review performance reports and identify opportunities for automation and process improvement.
• Maintain adequate staffing and operational coverage.
• Follow company policies and complete other duties as assigned. Qualifications
• Call center, inside sales, or appointment-setting management experience.
• Experience administering CRM, telephone, or automated messaging platforms.
• Lead Perfection, RingCentral, and Hatch administrative experience preferred.
• Strong leadership, coaching, reporting, and problem-solving skills.
• Comfortable learning and troubleshooting business technology.

Schedule The call center operates Monday-Friday from 8:00 a.m.-7:00 p.m. and Saturday from 8:00 a.m.-4:30 p.m. The Call Center Manager is responsible for managing operations and ensuring adequate team coverage during operating hours. The schedule may vary based on business and staffing needs. Physical Requirements This office-based position requires regular computer and telephone use. The employee must be able to lift more than 20 pounds, reach above and below shoulder level, navigate uneven surfaces, and climb steps. Reasonable accommodations may be provided. Equal Opportunity Employer Carolina Home Remodeling is an equal opportunity employer. Employment decisions are made without regard to any legally protected characteristic. Location This position is based on site at Carolina Home Remodeling's main office: 372 Crompton Street, Charlotte, NC 28273

Reports To:

Marketing Manager Classification:

Exempt Salary Position with Monthly bonus opportunities when established KPIs are met.

Pay:

$80,000.00 - $90,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off

Work Location:

In person