Call Center Manager

Call Center Manager

EMPIRE HOME REMODELING INC

Milwaukee, WI Job Details Full-time $45,000 - $75,000 a year 1 day ago Benefits Paid holidays Health insurance Paid time off Qualifications Google Workspace Customer communication Managing teams in a customer support role Team leadership Service scheduling Meeting scheduling Team development Key Performance Indicators Sales management systems proficiency Management reporting CRM system proficiency Productivity software Call center management Staff development Team building Full Job Description About Us Here at Empire Home Remodeling we are a fast-growing home remodeling company dedicated to delivering exceptional service and high-quality renovations to homeowners. Our team specializes in transforming homes through windows, bathroom, siding, and whole-home remodeling projects. We are seeking an experienced and motivated Onsite Call Center Manager to lead our customer service and appointment-setting operations. Position Overview The Onsite Call Center Manager will oversee the daily operations of our in-house call center team, ensuring exceptional customer interactions, efficient scheduling, and strong lead conversion performance. This role requires a hands-on leader who can coach staff, improve processes, and maintain a high-energy, customer-focused environment. Key Responsibilities Manage and supervise daily call center operations Lead, coach, and motivate appointment setters and customer service representatives Monitor inbound and outbound call performance metrics Develop scripts, call handling procedures, and training materials Ensure excellent customer service and professionalism on every call Track KPIs including booking rates, call volume, response times, and conversion rates Hire, onboard, and train new call center staff Collaborate with sales and marketing teams to improve lead quality and customer experience Resolve escalated customer concerns in a timely and professional manner Maintain scheduling accuracy for inhome consultations and project appointments Qualifications 3+ years of call center management experience Experience in home remodeling, construction, home services, or related industries is a plus Strong leadership and team development skills Excellent communication and problemsolving abilities Ability to manage performance metrics and reporting Proficient with CRM systems, scheduling software, and Microsoft Office/Google Workspace Strong organizational and multitasking skills Positive attitude with the ability to thrive in a fastpaced environment Compensation & Benefits Competitive salary based on experience Performancebased bonuses Paid time off and holidays Health benefits Supportive and teamoriented work environment Schedule Fulltime, onsite position