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Call Center Manager
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Source Marketing
Remote
$67,500 Salary, Full-Time
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Job Description
Call Center Manager Source Marketing - 4.0 Orem, UT Job Details Full-time $65,000 - $70,000 a year 1 day ago Benefits Paid time off Work from home Qualifications Customer communication Operational analysis Outbound sales Managing teams in a customer support role Coaching Team development Supervising experience Recruiting Leading team collaboration initiatives Telephone systems CRM system proficiency Outbound calling Process management Call center management Staffing management Professional development training Analytics Full Job Description Job Overview We are seeking an experienced Call Center Operations Manager to lead and optimize our growing customer contact center operation. This role is responsible for overseeing inbound customer service and outbound appointment-setting teams across multiple locations, including domestic and offshore teams. The Call Center Operations Manager will be responsible for recruiting, hiring, training, coaching, quality assurance, workforce management, performance reporting, process improvement, and day-to-day operational leadership. This individual will work closely with team leads to drive performance, improve customer experience, and ensure the achievement of key business objectives. This is an excellent opportunity for a hands-on leader who enjoys building teams, improving processes, and creating a culture of accountability and performance. Key Responsibilities Team Leadership Lead and develop multiple customer-facing teams, including appointment setters, customer service representatives, and team leads. Develop and execute strategic plans to achieve targets through outbound calling, warm calling, and improvement/growth initiatives. Provide coaching, performance feedback, and ongoing development opportunities. Recruiting & Training Recruit, interview, hire, and onboard new team members. Develop and maintain training programs for appointment setters, customer service representatives, and team leads. Ensure consistent onboarding and performance standards across all teams. Performance Management Establish, monitor, and report on key performance indicators (KPIs). Conduct regular performance reviews and coaching sessions. Identify performance trends and implement corrective action plans as needed. Drive improvements in appointment volume, conversion rates, quality scores, customer satisfaction, and operational efficiency. Quality Assurance & Coaching Oversee quality assurance programs and call monitoring initiatives. Review customer interactions and provide actionable feedback. Ensure compliance with company standards, processes, and customer experience expectations. Operations Management Manage inbound customer service operations and outbound appointment-setting campaigns. Oversee workforce scheduling and staffing plans. Handle escalated customer concerns and operational issues. Ensure service levels and performance goals are consistently achieved. Systems & Reporting Administer and optimize CRM and dialer platforms. Analyze operational data and generate performance reports. Identify opportunities for automation, workflow improvements, and process enhancements. Partner with leadership to develop operational strategies and initiatives. Foster a positive, accountable, and results-oriented culture. Manage direct reports and provide interim management for individual agents when necessary. Qualifications Required Minimum of three (3) years of call center leadership or management experience. Experience managing remote teams. Experience leading inbound and outbound call center operations. Experience recruiting, hiring, training, and coaching employees. Strong understanding of call center KPIs and performance management. Experience using CRM and dialer platforms. Strong analytical, organizational, and problem-solving skills. Excellent communication and leadership abilities. Preferred Experience managing offshore teams. Experience in the pest control, home services, or related service industries. Experience with CallTools, GoHighLevel, Core 365, FieldRoutes, or similar platforms. Experience leading team leads, supervisors, or multi-layered team structures. Work Environment This position operates in a hybrid work environment and works closely with domestic and international teams. Limited evening, weekend, and travel requirements may occasionally be necessary to support business needs. Ideal Candidate The ideal candidate is a hands-on operational leader who thrives in a fast-paced environment, enjoys developing people, leverages data to make decisions, and has a passion for building high-performing teams that deliver exceptional customer experiences.