Call Center Manager Overview
Floor Daddy is looking for a high-energy, results-driven Call Center Manager to lead one of the most important teams in our company.
Why is this team so important?
Because every day, homeowners raise their hands and tell us they're interested in improving their homes. Our call center turns that interest into conversations, conversations into appointments, and appointments into opportunities for our sales team.
We need a leader who understands that a great call center isn't built by simply watching dashboards and counting calls. It's built through energy, accountability, coaching, training, technology, competition, and great leadership.
You'll lead a team responsible for engaging homeowners through outbound calling, inbound opportunities, lead follow-up, SMS, and ongoing lead nurturing with one primary objective: create as many high-quality opportunities for our sales organization as possible while delivering an exceptional customer experience.
Floor Daddy moves fast. We love technology. We love data. We love competition. And we're constantly looking for a better way to do things.
If you're the type of leader who can walk into a room and raise everyone's energy, coach people into becoming better versions of themselves, obsess over the numbers, and still make winning fun — keep reading.
Responsibilities
- Lead, motivate, and manage Floor Daddy's call center team to consistently achieve and exceed appointment-setting and performance goals.
- Drive outbound calling, inbound lead response, warm lead follow-up, SMS communication, and ongoing lead nurturing.
- Ensure new homeowner inquiries are contacted quickly, professionally, and consistently.
- Build a culture where speed-to-lead, follow-up, communication, and accountability matter.
- Continuously train and coach team members on phone skills, objection handling, appointment setting, follow-up, customer communication, and sales fundamentals.
- Conduct regular call reviews, role-playing exercises, one-on-one coaching, and team training.
- Listen to recorded calls and identify specific opportunities to improve individual and team performance.
- Develop scripts, talk tracks, objection responses, and follow-up strategies that improve appointment conversion.
- Use CRM technology, automation, call tracking, reporting, and performance data to improve results.
- Monitor important KPIs including call volume, contact rates, speed-to-lead, appointments set, appointment quality, conversion rates, follow-up activity, and individual agent performance.
- Identify underperforming areas quickly and create clear plans for improvement.
- Recognize and develop top performers while coaching struggling team members toward measurable improvement.
- Create healthy competition, recognition, incentives, and energy that make people excited to perform.
- Collaborate closely with marketing and sales leadership to understand lead quality, appointment quality, sales outcomes, and opportunities for improvement.
- Ensure every lead is properly managed, documented, followed up with, and accounted for within our CRM.
- Help recruit, onboard, train, and develop additional call center talent as Floor Daddy continues to grow.
- Continuously look for new technology, automation, AI, processes, and strategies that can make the team faster and more effective.
Experience
- Proven experience managing a high-performance call center, inside sales team, appointment-setting team, or similar customer acquisition environment.
- Demonstrated success leading teams responsible for high-volume outbound calling and lead follow-up.
- Experience in business-to-consumer (B2C) sales, preferably working directly with homeowners or consumers.
- Home improvement, flooring, remodeling, roofing, HVAC, windows, solar, pest control, or other residential service experience is highly desirable.
- Proven ability to coach and develop call center representatives rather than simply manage their activity.
- Strong understanding of appointment setting, objection handling, lead nurturing, and telephone sales psychology.
- Experience reviewing recorded calls and turning those insights into actionable coaching.
- Strong proficiency with CRM systems, dialers, call tracking, sales automation, SMS, reporting, and related technology.
- Data-driven mindset with the ability to understand performance metrics and translate those numbers into action.
- Strong leadership and communication skills with the ability to motivate different personalities.
- Experience recruiting, onboarding, and developing call center talent is preferred.
- Ability to thrive in a fast-paced environment where expectations are high and priorities can change quickly.
What Success Looks Like
We're looking for someone who doesn't just tell us they've "managed a call center."
We want to hear what you actually accomplished.
Be prepared to tell us:
- How large was the team you managed?
- How many calls and leads were your teams handling?
- What KPIs did you personally manage?
- How did you improve contact and appointment conversion rates?
- How did you train and coach your team?
- How did you handle underperformers?
- What did you do to develop your top performers?
- What technology or automation did you implement?
- What measurable improvement occurred because of your leadership?
Specific examples and measurable results matter to us.
Why Floor Daddy?
Floor Daddy isn't your grandfather's flooring store.
We're building a modern home improvement company powered by exceptional people, aggressive marketing, technology, automation, data, great products, professional installation, and an obsession with creating a better homeowner experience.
Our marketing engine generates opportunities. Our sales professionals meet homeowners in their homes. Our installation teams transform those homes.
And sitting right in the middle of that engine is our call center.
That's why this position matters.
You won't be buried somewhere inside a giant corporation wondering whether your work makes a difference.
You'll see your impact every single day.
More conversations.
More appointments.
More opportunities.
More customers.
More growth.
Who Will Love This Job?
Someone competitive.
Someone positive.
Someone who loves numbers but understands people.
Someone who believes training never stops.
Someone who gets excited when the team breaks a record.
Someone who sees a bad day and immediately starts figuring out how tomorrow will be better.
Someone who doesn't wait to be told there's a problem.
And someone who wants the responsibility of helping build an elite customer acquisition team inside one of Arizona's most exciting home improvement companies.
If that sounds like you, we want to hear from you.
Bring the leadership. Bring the energy. Bring the accountability.
We'll bring the Floor Daddy Razzle Dazzle.
Pay: $51,912.54 - $85,518.32 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Paid training
- Vision insurance
Work Location: In person
