Call Center Manager – Remote**PLEASE READ JOB POST**

Company: Small Town Roofing & Construction
Position: Call Center Manager
Location: Remote
Serious Inquiries Only

About the Position

Small Town Roofing & Construction is looking for an experienced Call Center Manager to take ownership of our outbound call center team.

We are looking for someone who can do more than simply manage employees. We need a strong leader who can help us grow our team, improve our processes, increase appointment production, develop better call scripts, train our representatives, and hold the team accountable for results.

Previous call center management experience is REQUIRED.

Responsibilities

As our Call Center Manager, you will be responsible for:

Managing and leading our outbound call center representatives.
Helping recruit, interview, onboard, and train new call center representatives.
Growing and developing the call center team.
Creating and improving cold-call scripts, appointment-setting scripts, rebuttals, and objection-handling scripts.
Reviewing scripts regularly and making changes based on performance.
Listening to recorded calls and providing coaching and feedback.
Conducting regular training and role-playing sessions.
Monitoring employee attendance, productivity, and performance.
Setting daily and weekly goals for representatives.
Holding representatives accountable for meeting performance expectations.
Identifying underperforming representatives and creating improvement plans.
Helping develop incentive programs and strategies to improve production.
Working directly with ownership to continuously improve the call center.
KPI Tracking & Weekly Reporting

You must have experience tracking and managing call center KPIs.

You will be responsible for monitoring metrics such as:

Total calls/dials
Calls answered
Contact rate
Conversations
Appointments booked
Appointments confirmed
Appointment show/inspection rate
Conversion rate
Contracts/sales generated from appointments
Individual representative performance
Team performance

You will be expected to prepare a weekly KPI and performance report for ownership explaining:

How the team performed
Which representatives are performing well
Which representatives need improvement
Where leads are being lost in the call funnel
Problems you've identified
Changes you've made
Your recommendations for improving results the following week

We do not want someone who simply sends numbers. We want a manager who understands what the numbers mean and knows how to use them to improve the team.

Call Script Experience – REQUIRED

You must be comfortable creating call scripts from scratch.

You should have experience developing or improving:

Cold-call scripts
Appointment-setting scripts
Opening statements
Closing statements
Objection rebuttals
Follow-up scripts
Voi cemail scripts
Training scripts

You should also understand how to test different scripts, review call recordings, monitor conversion rates, and adjust scripts based on actual results.

Qualifications

You MUST have:

Previous experience managing a call center.
Experience managing outbound callers or appointment setters.
Strong English communication skills.
Experience creating and improving call scripts.
Experience tracking KPIs and preparing performance reports.
Experience coaching and training representatives.
Experience listening to and evaluating recorded calls.
Strong leadership and organizational skills.
Ability to identify problems and create solutions.
Ability to hold employees accountable while maintaining a positive team environment.
Experience working with CRM and/or dialer systems.
Reliable computer and high-speed internet.
Ability to work during U.S. business hours.

Experience with roofing, home improvement, solar, insurance, real estate, storm restoration, or other outbound home-service campaigns is a major plus.

Who We're Looking For

We're looking for someone who thinks like a leader and builder.

We want someone who will come to us and say:

"I found this problem, here's why I think it's happening, and here's what I recommend we do to fix it."

We are looking for someone who can help us build a stronger, more productive, and more professional call center as the company grows.

This is not a position for someone looking to simply clock in, supervise employees, and clock out.

Serious and experienced applicants only.

REQUIRED Video Application

A video recording is REQUIRED to be considered for this position.

Please submit a 2–3 minute video of yourself speaking in English and tell us:

Your name and where you are located.
How many years of call center management experience you have.
How many representatives you have managed at one time.
What type of call centers or campaigns you have managed.
Whether you have managed outbound cold callers or appointment setters.
Whether you have personally created call scripts and rebuttals.
Which KPIs you have been responsible for tracking.
How you have improved the performance of a call center you've managed.
Why you believe you would be a good fit for this position.

Applications submitted without the required video may not be considered.