Call Center Manager, Training and Performance

Job description

Why work with us: Competitive pay (based on experience) On-the-job training Company Expansion and growth opportunities Team-oriented work environment Consistent work year-round Great benefits + PTO package About the role: The Manager, Training & Performance owns the capability engine of the inside sales team. You are accountable for how our representatives are trained, how their quality is measured, and how their performance is managed against best practices and targets. From new hire certification and the ISR playbook to ongoing education forums, call quality monitoring, and individual performance scorecards, you will build and run the systems that ensure every representative's daily actions align with how we win — and that those actions convert into results. Partnering with the Call Center Supervisor(s), the Director of Inside Sales, field sales leadership, and Growth Analytics, you will close the loop between what we teach, what we hear on calls, and what shows up in the numbers. This is a builder's role. The curriculum, certification standards, QA program, and performance frameworks you create will become the playbook we scale across new markets and future brands. What you'll do: Training & Onboarding • Own the end-to-end new hire training program, including curriculum design, delivery, and graduation standards. • Administer pre-floor certification testing so no representative takes live calls before demonstrating readiness. • Maintain and evolve the ISR training playbook as the single source of truth for scripts, rebuttals, objection handling, qualification standards, and compliance requirements. • Reduce ramp-to-productivity time with clear 30/60/90-day proficiency milestones for new hires. Ongoing Education & Development • Build and run a recurring continuing-education calendar of skill workshops, call-review forums, and intensive sessions covering tonality, active listening, closing technique, and advanced objection handling. • Stay a month ahead, continuously sourcing new training content, techniques, and tools that make representatives better. • Design refresher and remedial training paths triggered by QA findings and performance data. Quality Assurance & Best Practice Adherence • Own the call quality program, including monitoring cadence, QA scorecards, and calibration sessions that keep coaching standards consistent across floor leadership. • Translate QA findings into targeted coaching plans and updated training content, closing the loop between what we hear on calls and what we teach. • Ensure adherence to approved scripts, compliance requirements, and brand standards across all representative interactions. Performance Management • Own the performance management framework, including individual scorecards and goal tracking across set rate, sets, issue rate, show rate, and conversion contribution. • Run the operating rhythm of weekly performance reviews and recurring team performance forums that review results, recognize top performers, and align priorities. • Identify underperformance early using a skill-and-will assessment; design and administer structured performance improvement plans in partnership with the Supervisor, Director, and HR. • Partner with Growth Analytics to instrument dashboards and reporting that make individual and team performance visible in near-real time. Leadership Pipeline Development • Identify high-potential representatives and prepare them for team lead, trainer, and supervisor roles through defined development paths. • Mentor emerging floor leaders on coaching, feedback delivery, and performance standards. Cross-Functional Partnership • Partner with the Call Center Supervisor to ensure daily floor coaching reflects current training standards and QA findings. • Support the Director, Inside Sales with capacity planning inputs, performance insights for forecasting, and readiness assessments ahead of new market and brand launches. • Coordinate with field sales leadership to ensure appointment quality standards reflect what converts in the home. What we are looking for: To effectively perform the duties for this position, individuals must be able to demonstrate competencies that are essential to the position. Experience • 5+ years in inside sales or contact center environments, including 2+ years in a training, quality, or performance leadership role with direct accountability for representative results. • Demonstrated experience building training programs from the ground up, including curriculum, certification testing, and ongoing education. • Track record of managing to metrics in a high-velocity appointment-setting or sales environment (set rate, conversion, show rate, or equivalent KPIs). • Experience developing representatives into team leads, trainers, or supervisors. • Experience scaling a team through rapid growth (2x+ headcount) or supporting remote and multisite representatives strongly preferred. • Experience in home services, in-home sales, or another appointment-to-demo funnel a plus. Technical & Functional Skills • Proficiency with modern contact center and CRM tooling; Salesforce and cloud telephony (e.g., Five9) strongly preferred. • Strong command of call quality frameworks, QA scorecard design, and coaching calibration. • Ability to build and interpret performance reporting, scorecards, and KPI dashboards. • Skilled at translating performance data into targeted, actionable coaching and training interventions. • Strong facilitation and presentation skills across classroom, floor, and remote settings. Competencies • Capability Builder: Designs training, certification, and playbooks that turn new hires into consistent performers. • Standards Keeper: Holds a high, clear bar for quality and adherence — and applies it consistently. • Data-Driven Coach: Diagnoses skill versus will and lets scorecards and call quality guide every intervention. • People Developer: Works for the agents, building careers and an internal leadership pipeline, not just a job. • Continuous Improvement: Stays a month ahead, constantly refreshing content, methods, and standards. Leadership Expectations • People First: Invest in every representative's growth, equipping them to succeed before holding them to the standard. • Own the Outcome: Be accountable for representative readiness, call quality, and performance against targets. • We Seek a Better Way: Continuously improve how we train, coach, and manage performance as the function scales. At Veridian Service Partners, we believe in putting people first—our team, our customers, and our communities. Backed by private equity and focused on growth through both organic expansion and acquisitions, we are building the most admired and profitable home services company in America’s top 50 markets. Veridian is more than just a name; it represents growth, integrity, and opportunity. We’re expanding across the outdoor services space with a commitment to quality, professionalism, and a culture rooted in respect and teamwork. Join us as we continue to grow, innovate, and make a lasting impact—one backyard at a time.