Call Center Workforce Management Manager Jobs (NOW HIRING)

Southern National Roofing recently insourced its centralized call center. Five months into the operation, the foundation is in place and the team is producing results - but we are still early in the center's development.

We are looking for a hands-on Call Center Manager to lead the operation through its next stage of development and growth.

This is not a start-from-scratch role, but it isn't a maintenance role either. You'll inherit an operating call center with an Assistant Manager, three Team Leaders, frontline representatives, technology, processes, and performance standards already in place.

There is also plenty left to improve. We need a manager who can quickly understand what's working, identify opportunities, strengthen the management team, improve performance, and help us build a more consistent, scalable operation.

Our call center supports multiple parts of Southern National's customer acquisition process, including:

       Inbound and outbound lead response and appointment setting

       Follow-up and rehash of existing leads

       Inbound scheduling calls generated by our canvassing teams

       Confirmation of canvassing-generated appointments

       Confirmation of paid and aggregator-generated appointments

       Other lead-management and customer-contact activities supporting our field sales organization

The center operates Monday through Saturday, 9:00 AM to 8:00 PM. You won't be expected to personally work every hour the center is open. You will be responsible for ensuring appropriate agent and management coverage so that someone owns the operation at all times.

We're looking for a manager who is comfortable moving between managing the business and working in the business.

       Lead and develop our Assistant Manager and three Team Leaders.

       Set clear expectations and accountability across the management team.

       Spend meaningful time on the call center floor.

       Listen to live and recorded calls.

       Coach representatives and develop the managers responsible for coaching them.

       Jump in and take calls when necessary.

       Personally demonstrate effective call handling and appointment-setting techniques.

       Help representatives improve objection handling, lead follow-up, confirmation, and appointment-setting skills.

       Address underperformance quickly and appropriately.

       Develop future leaders as the center grows.

Taking calls isn't intended to replace appropriate staffing. It's part of leading by example and staying close enough to the operation to understand what's really happening.

You'll own the staffing strategy for a call center operating 66 hours each week.

       Develop schedules based on lead volume, call patterns, campaigns, and expected demand.

       Ensure appropriate agent coverage across the center's different functions.

       Schedule the management team to provide leadership coverage throughout operating hours.

       Ensure a clearly designated leader is responsible whenever you're not present.

       Monitor attendance, schedule adherence, productivity, and staffing requirements.

       Adjust staffing as volume and business conditions change.

       Plan for seasonal changes and continued growth.

       Balance customer response, productivity, service levels, and payroll efficiency.

We want someone who understands that KPIs aren't simply numbers on a report - they are tools for managing the business. You'll analyze performance across metrics including:

       Speed-to-lead

       Contact rate

       Appointment set rate

       Confirmation rate

       Issued appointment rate

       Demo rate

       Call volume and agent productivity

       Abandon rate and service level

       Canvassing inbound call handling

       Lead-source and campaign performance

       Rehash and follow-up performance

       Downstream appointment and sales performance

You'll need to look beyond overall averages and understand results by team, representative, lead source, campaign, call type, and time period. Most importantly, you'll need to determine why performance is changing and turn that analysis into action.

Southern National operates a technology-driven lead-management environment. Our primary platforms include:

       Convoso - Dialer and contact center platform

       Salesforce - CRM and lead/customer management

       ActiveProspect - Lead filtering and lead-management technology

Experience with Convoso and Salesforce is preferred, but comparable platform experience and the ability to learn quickly will also be considered.

Experience in the home-services industry is strongly preferred. We are particularly interested in candidates with leadership experience supporting high-ticket residential sales in:

       Roofing

       Windows

       Siding

       Doors

       HVAC

       Bath remodeling

       Solar

       Other high-ticket home-improvement categories

Candidates who understand the relationship between speed-to-lead, appointment setting, confirmation, issued appointments, demos, and field sales performance will have a significant advantage.

Requirements

       3+ years of contact center leadership experience, preferably in appointment setting, inside sales, lead management, or a similar environment.

       Experience managing through supervisors, Team Leaders, or other frontline leaders.

       Strong workforce planning, scheduling, and staffing skills.

       Demonstrated ability to analyze KPIs and use data to improve performance.

       Experience managing inbound and outbound calling environments.

       Strong coaching and performance-management skills.

       Experience with CRM, dialer, and contact center technology.

       Ability to diagnose operational problems and identify root causes.

       Strong analytical, organizational, and communication skills.

       A willingness to be a visible, hands-on leader.

       Ability to work full-time on-site in Charlotte, NC.

       Flexibility to support a Monday-through-Saturday operation.

       Home-services leadership experience

       Roofing, windows, siding, or similar high-ticket home-improvement experience

       Convoso experience

       Salesforce experience

       ActiveProspect or similar lead-management experience

       Experience with paid digital leads and speed-to-lead programs

       Experience supporting an in-home sales organization

       Multi-market experience

       Strong Excel and reporting skills

Benefits

Base Salary: $80,000-$85,000, based on experience

The position also includes a strong performance-based bonus opportunity tied to call center and company performance. Successful performance is expected to provide an opportunity for total annual compensation of $100,000 or more, with meaningful additional upside as the center, company, and scope of the position continue to grow.

       Health benefits

       401(k)

       Paid time off

       Company holidays

This is a full-time, on-site position in Charlotte, North Carolina. Remote employment will not be considered.

If you're a hands-on call center leader who enjoys developing people, understanding the numbers, improving systems, and helping a growing operation reach its next level, we'd like to hear from you.