Call Center Manager
Position Summary
We are seeking a highly organized, customer-focused, and driven Call Center Manager to oversee daily communication operations, appointment setting, lead generation, and administrative support functions. This role is responsible for managing inbound and outbound customer interactions, improving customer experience, supporting sales operations, and helping develop efficient internal processes as the company continues to grow.
This position offers a strong opportunity for long-term advancement into leadership and operational management as additional team members and administrative staff are added.
Key Responsibilities
Call Center & Customer Communication
- Manage inbound and outbound customer calls, text messages, emails, and follow-up communication
- Oversee appointment scheduling and confirmation processes for sales/design consultants
- Maintain high customer service standards and ensure a positive customer experience
- Monitor lead flow and ensure timely follow-up on all inquiries
- Assist with lead generation and appointment-setting initiatives
- Help improve booking rates, customer response times, and overall communication efficiency
Team Leadership & Operations
- Assist in developing and implementing call scripts, SOPs, and communication procedures
- Train, coach, and support future call center and administrative staff
- Monitor daily workflows and help improve operational processes
- Collaborate with leadership on scheduling, reporting, and company growth initiatives
- Participate in weekly meetings, training sessions, and performance reviews
Administrative Support
- Manage and maintain CRM/customer database accuracy
- Support invoicing, collections, and administrative reporting
- Organize recurring administrative tasks and documentation
- Track performance metrics, appointments, and sales-related reporting
- Provide general administrative support to company leadership
Qualifications
- Previous experience in customer service, call center management, office administration, or sales support preferred
- Strong communication and interpersonal skills
- Ability to multitask and stay organized in a fast-paced environment
- Experience using CRM systems, scheduling software, and Microsoft Office/Google Workspace
- Self-motivated with strong attention to detail
- Leadership mindset with the ability to train and support team members
- Professional phone presence and problem-solving abilities
- Ability to work independently in both remote and in-office settings
Work Schedule & Environment
- Monday–Thursday: 8:00 AM – 5:00 PM
- Friday: 8:00 AM – 4:30 PM
The first two weeks of training and onboarding will be fully onsite to ensure proper hands-on training, team integration, and system familiarity. Following the initial training period, the position will transition into a hybrid schedule consisting of approximately one in-office day per week and the remaining days remote.
Employees working remotely are expected to maintain a quiet, professional work environment and remain fully available during all working hours.
Compensation & Benefits
- Competitive hourly compensation
- Overtime opportunities available
- Performance-based bonus structure
- Weekly direct deposit payroll
- PTO and paid holiday opportunities
- Monthly healthcare/benefits stipend
- Company-provided equipment including laptop, phone, monitors, and office supplies
- Company apparel provided
Performance Incentives
Performance bonuses may be available based on:
- Appointment/demo volume
- Booking percentages
- Company sales performance
- Operational and team performance metrics
Growth Opportunity
This role is designed for someone who wants to grow into a larger operational leadership position as the company expands. The ideal candidate is positive, coachable, dependable, and team-oriented with a strong desire to contribute to a growing organization.
Pay: $18.00 - $20.00 per hour
Benefits:
- Dental insurance
- Disability insurance
- Health insurance
- Paid time off
- Paid training
- Vision insurance
- Work from home
Work Location: Hybrid remote in Mishawaka, IN 46545
