Call Center Manager (High Volume Outbound/Inbound)
11 days ago
Fulton
Job DescriptionBenefits: • 401(k), • 401(k) matching, • Bonus based on performance, • Company parties, • Competitive salary, • Dental insurance, • Donation matching, • Employee discounts, • Free uniforms, • Health insurance, • Opportunity for advancement, • Paid time off, • Training & development, • Vision insurance About American Home Contractors American Home Contractors is a fast-growing, industry-leading exterior remodeling company serving homeowners across the Mid-Atlantic. We specialize in roofing, siding, windows, doors, gutters, and premium solar solutions, including Tesla Solar Roof installations. With thousands of 5-star reviews and operations across multiple states, our mission is simple: to install peace of mind for every homeowner we serve. Position Overview We are seeking a hands-on Call Center Manager to lead and support our Customer Service Representative (CSR) team across two office locations. This role is ideal for a leader who enjoys staying connected to day-to-day operations while also developing people, improving processes, and driving performance. The Call Center Manager will balance active involvement on the phones, while coaching, performance management, and cross-functional collaboration. This is a 100% in-office position, based out of either Fulton, MD or Chantilly, VA, with time spent in both offices. Our Call Center Environment • High-volume inbound and outbound call activity, • CSRs average 100150 outbound calls per day, • Inbound calls are answered promptly, with a strong focus on customer experience, • Real-time scheduling adjustments and dispatch coordination occur throughout the day, • CRM accuracy directly impacts field productivity and revenue, • The CSR team supports multiple business lines: Tune-Up Program, Retail exterior replacements, Solar Roofing, and Solar PanelsWhat Youll Do, • Lead, coach, and support a team of CSRs, • Stay engaged with daily call activity and assist with inbound or outbound calls as needed, • Monitor call performance, outbound productivity, and appointment-setting metrics, • Provide real-time coaching and feedback to help CSRs improve call quality and confidence, • Support accurate scheduling, dispatching, and same-day adjustments, • Partner with Marketing, Sales, and Operations to ensure lead flow and staffing are aligned, • Review dashboards and reports to track performance and identify opportunities, • Conduct 1:1s, performance reviews, and coaching conversations, • Participate in hiring, onboarding, and team development, • Ensure CRM (Zoho) data is accurate and consistently maintained, • Help refine workflows, scripts, and standard operating procedures, • Assist with resolving escalated customer issues professionally and efficiently, • Model company core values: Integrity, Hard Work, and ServiceWhat Success Looks Like, • Strong, consistent call performance across the team, • High-quality appointments that align with business goals, • Reliable CRM data that supports marketing and operations, • Engaged, supported CSRs who understand expectations, • Smooth coordination with field teams and minimal scheduling disruptions, • Positive customer feedback and effective resolution of concernsWhat Were Looking For, • 3+ years of experience leading or supervising teams in a call center or high-volume customer service environment, • Comfort managing both inbound and outbound call activity, • A leadership style that combines coaching, accountability, and approachability, • Strong attention to detail and respect for accurate data and processes, • Experience using CRM systems and call center tools, • Ability to thrive in a fast-paced, collaborative environment, • Willingness to work fully in-office and spend time at both office locationsPreferred Experience, • Background in home services, construction, trades, or appointment-based sales, • Familiarity with Zoho CRM, RingCentral, Podium, or similar tools, • Experience working closely with marketing or lead generation teamsWhy This Role Is Unique This position offers the opportunity to lead a close-knit team, stay connected to the work, and play a meaningful role in shaping how customers experience our brand. Its well-suited for a leader who enjoys being visible, accessible, and involved, while still driving performance and growth.