Call Center Manager

Job description

The Opportunity We are looking for an experienced and results-driven Call Center Manager to build and lead our call center operation from the ground up. This is a rare opportunity to create systems, assemble a high-performance team, and establish an operation that directly drives revenue growth and customer trust. The role focuses on two critical objectives: Generating high-quality leads to drive our sales pipeline. Delivering exceptional customer support to enhance satisfaction and retention. If you have the expertise to build and scale a world-class call center, we want to hear from you. Key Responsibilities Build and Optimize Operations Design and implement a high-performing outbound call center operation, including processes, tools, and team structure. Drive Results Develop and execute strategies, scripts, and processes for lead generation and appointment scheduling. Enhance Customer Support Ensure excellence in every customer interaction through professional handling and timely resolution. Lead Team Development Build, train, and motivate a team of skilled representatives focused on achieving both lead generation and customer satisfaction KPIs. Performance Management Establish and track KPIs for call quality, lead conversion rates, appointment scheduling, and resolution times. Systems Optimization Create and refine workflows, scripts, and reporting tools to ensure consistency and efficiency. Cross-Departmental Collaboration Work closely with the sales, operations, and leadership teams to align call center objectives with business goals. Analytics & Reporting Analyze call center data and provide actionable insights for continuous improvement. Qualifications Required Bachelor’s degree in Sales, Marketing, or a related field with demonstrated sales exposure that showcases growth and the ability to learn sales systems. OR 3+ years of experience in sales (cold calling or customer support). 2+ years of experience managing a call center or inside sales/customer service team. Proven track record in developing lead generation strategies with measurable results. Strong leadership experience in hiring, training, and team motivation. Demonstrated success in customer support operations. Proficiency with call center software and CRMs (e.g., Salesforce, HubSpot, or similar tools). Expert in KPI tracking, analysis, and performance improvement. Outstanding communication and problem-solving abilities. Preferred Experience in roofing, construction, or trade-based industries. Bilingual in English and Spanish. Experience in lead scoring and inside sales workflows. Advanced data analysis skills. Why Join Us Competitive Compensation Structure $80,000 - $110,000 OTE (mix of base salary and performance bonuses). Bonuses tied to lead generation, customer satisfaction, and team performance. Comprehensive Benefits Package Healthcare coverage. 401(k) plan. Paid time off (PTO). Company expense card. Professional development opportunities. Location and Work Schedule Location: Based at our headquarters in Tempe or Tucson. Work Schedule: Full-time with flexibility to optimize team performance. Significant autonomy in designing and executing strategies. Modest office environment with state-of-the-art call center technologies. Collaborative workspace promoting team engagement and performance. Occidental Roofing is engineering the future of roofing. We’re not a traditional contractor—we’re a family-owned, engineering-led company building the next generation of the roofing industry. Our vision is bold: to establish Occidental Roofing as the national benchmark for trust, leadership, and modern professionalism by integrating qualified talent, technical innovation, and operational excellence. Our mission is simple: to deliver peace of mind at scale through unrivaled roofing solutions that protect homes, businesses, and communities. We’re assembling a team of builders, thinkers, and doers—disciplined, mission-driven professionals ready to create something world-class. We value expertise. We reward results. We demand continuous improvement. At Occidental Roofing, we work on problems with real-world, long-term impact. And we believe compensation should match that impact: meritocratic, transparent, and designed to reward the skills, ownership, and excellence you bring.