Call Center Manager (Remote) Local Lead Gen Agency

Company: Conek
Location: Remote (Philippines)
Hours: Mon–Fri, US Eastern business hours with responsibility for West Coast window coverage
Compensation: $1,500 USD/month base + up to $1,000/month performance bonus
Reports to: COO

What Conek does

We run patient acquisition for chiropractic and physical therapy clinics across the US. Ads, lead generation, appointment booking, and show confirmation all under one roof.

Here's what makes us different: our clients pay per patient who actually walks through the door. Not per lead. Not per booking. Per show.

That means our call center isn't a support function. It's the business. If our agents don't book and confirm, we don't get paid.

We're scaling from 15 to 50+ active clients. The call center has to scale with it, and we need someone to own that.

The role

You'll run a distributed team of appointment setters (English and Spanish-speaking) who call warm leads and book them into clinic appointments. You own the number that matters: show rate.

This is not a babysitting job. You will be hiring, training, coaching, correcting, and firing. You'll be listening to calls daily, rebuilding scripts that aren't converting, and holding people to standards most managers are too uncomfortable to enforce.

What you'll own

Team performance. Daily dial cadence across three US timezone windows. Agent-level scorecards. Weekly one-on-ones that actually change behavior.
Quality assurance. Call reviews every single day. You'll catch the agent who's freelancing off-script before the client does.
Client offer accuracy. Every clinic has different pricing, inclusions, X-ray costs, deposit requirements, and doctor availability. You are the last line of defense making sure agents say what the doctor was actually sold — not a generic script.
Deposit collection. Getting money over the phone is what separates a show from a no-show. You'll own execution of our deposit SOP.
Hiring and onboarding. Screening, interviewing, and ramping new agents to productive within two weeks.
Escalations. When a client says "your agents told my patient the wrong price," it comes to you first, and you have a root-cause answer within the hour.

How you'll be measured

Show rate on booked appointments
Booked appointments per agent per shift
Deposit collection rate
Speed-to-lead on new inquiries
Agent ramp time and 90-day retention

Who this is for

You've managed 8+ outbound or appointment-setting agents and have the numbers to prove what you did to their performance.
Your written English is genuinely excellent. Not "good for a non-native speaker" — excellent. You'll be writing scripts, SOPs, and client-facing updates.
You're comfortable being the person who says "that call was bad, here's exactly why, do it again."
You think in systems. When something breaks twice, you build a process instead of fixing it a third time.
You want to build something, not maintain something.

Who this is not for

Anyone who needs a fully-written playbook handed to them before they can start.
Anyone who's uncomfortable with direct feedback in either direction.
Anyone looking for a quiet, stable, predictable role. This is a company in the middle of tripling.

Requirements

3+ years managing outbound calling, appointment setting, or inside sales teams
Hands-on experience with CRM and dialer systems (GoHighLevel experience is a strong plus)
Fluent professional English; conversational Spanish is a significant advantage
Reliable high-speed internet, quiet workspace, backup power/connection
Available for US Eastern hours

How to apply

Do not send a generic CV and cover letter. It will not be read.

Send an email to [your hiring email ] with the subject line "Call Center Manager — [Your Name]" containing:

Your CV.
A short answer (200 words max) to this: One of your agents has the highest booking rate on the team but the lowest show rate. What do you do, and in what order?
A 90-second unlisted video (Loom or YouTube) introducing yourself and telling us about a time you turned around an underperforming agent — what you actually did, and what the numbers were before and after.

Applications missing any of the three will be discarded.