Call Center Manager —

Otterly Baths Location:

Lebanon, OH or New Carlisle, OH (remote considered for the right candidate)

Job Type:

Full-time, salaried

Pay:

$50,000 - $80,000/year (starting salary based on experience; upper range reflects growth into the Director role)

Benefits:

PTO, vacation time, and bonus opportunities

Growth Path:

Director of Call Center Operations About Otterly Baths Otterly Baths is a fast-growing bath remodeling company serving homeowners across Ohio, Kentucky, Pennsylvania, and Delaware. We're a high-volume, lead-driven business — our call center is the engine that turns marketing into booked, demoed appointments and keeps a multi-market sales team busy. We're growing quickly, and we're looking for a leader who can grow with us. The Opportunity Our current call center director is moving on, and we're hiring a Call Center Manager to step in, take ownership of the team, and prove out the role. This position is intentionally structured as a proving ground: perform at a director level, and the title and compensation will follow. You'll lead the daily operations of the Otterly Baths call center — recruiting, training, coaching, and developing a team of 5-10 appointment setters focused on generating high-quality, demoed appointments. You'll own the sales calendar and make sure every lead gets contacted fast and every appointment lands on the right rep's calendar in the right territory. What You'll Do Leadership & Team Development Lead, coach, and hold accountable a team of 5-10 inbound/outbound call center reps (this role is responsible for call center rep performance, not sales rep performance) Recruit, interview, hire, and onboard call center team members as the team grows Develop and execute training programs for new and existing reps Conduct regular coaching sessions and performance reviews, and create individual development plans Foster a positive, high-energy culture built on accountability and continuous improvement Scheduling & Calendar Ownership Own the sales calendar and appointment bookings, placing appointments across multiple sales reps and multiple territories (Dayton, Cincinnati, Columbus, Lima, Northern Kentucky, Lexington, Louisville, Philadelphia, and Delaware) Manage speed-to-lead performance — make sure new leads are contacted within minutes, not hours Maintain appropriate staffing levels and scheduling coverage across all territories and call hours Operational Management Oversee the day-to-day operations of the call center Run and refine call scripts, rebuttals, and confirmation processes, and monitor call quality for adherence to company standards Oversee AI-assisted calling and SMS tools that support lead follow-up and scheduling Maintain clean, accurate data in our CRM and scheduling systems Develop and implement best practices to improve efficiency and effectiveness Handle escalated customer calls with professionalism and a solutions-first mindset Performance Management Drive improvements in demoed appointment performance; reduce cancellations and improve appointment quality Track and report daily, weekly, and monthly call center

KPIs:

contact rate, set rate, show rate, cancellations, and call center rep productivity Identify trends and develop action plans to address performance gaps Implement incentive programs and recognition initiatives to motivate the team Cross-Functional Collaboration Work closely with the Sales Manager to make sure appointments are assigned correctly, dispositioned, and canceled or rescheduled as needed in a timely manner Partner with the Sales Department to improve appointment quality and feedback loops Work closely with the Marketing Department to keep lead generation and call center execution aligned Collaborate with leadership to forecast staffing needs and support growth initiatives Participate in leadership meetings and strategic planning Who You Are An assertive, hands-on leader with a proven track record managing a call center, appointment-setting, or inside sales team Comfortable in a fast-paced environment where priorities shift daily and you can pivot without losing momentum Highly organized — you can juggle multiple reps, territories, and calendars without dropping the ball A quick learner who is genuinely comfortable with technology: computers, phone systems, CRMs, scheduling software, and AI tools Customer-service driven — you set the tone for how our team treats every homeowner Data-minded and results-oriented — you manage by the numbers and know how to move them A strong communicator with a positive attitude, growth mindset, and the ability to inspire and motivate others Someone with a strong sense of ownership and accountability Requirements 2+ years of experience leading a call center, appointment-setting, or inside sales team Demonstrated success hiring, coaching, and developing high-performing teams Proven ability to analyze performance metrics and drive results Working knowledge of speed-to-lead best practices, scripting, and lead management Experience with CRMs, reporting tools, and call/SMS platforms Experience with AI-assisted calling or texting tools (or a strong aptitude to learn them quickly) Familiarity with Ohio, Kentucky, and Pennsylvania geography — you should be able to place a lead in the right territory without a map Preferred Experience with Builder Prime Home improvement, home services, or in-home sales industry background Experience with RingCentral or similar phone systems Why Otterly Baths Full-time salaried position with PTO, vacation time, and bonus opportunities Clear path to a Director role with increased pay once you've proven yourself Flexibility to work from Lebanon, New Carlisle, or remotely for the right candidate A growing company where your decisions have a direct, visible impact on results A leadership team that moves fast and backs its people Physical Requirements Ability to sit, stand, and use a computer for extended periods Occasional lifting of office materials up to 25 pounds This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, and skills required. Responsibilities may change based on business needs. Otterly Baths is an equal opportunity employer.

Pay:

$50,000.00 - $80,000.00 per year

Benefits:

Paid time off

Work Location:

In person