Call Center Manager

About the Company

Occidental Roofing is an engineering-led, family-owned company building the next generation of the roofing industry. We aim to establish a national benchmark for trust and modern professionalism through technical innovation and operational excellence.

Responsibilities

• Design and implement a high-performing outbound call center operation, including processes, tools, and team structure
• Develop and execute strategies, scripts, and processes for lead generation and appointment scheduling
• Ensure excellence in every customer interaction through professional handling and timely resolution
• Build, train, and motivate a team of skilled representatives focused on achieving KPIs
• Establish and track KPIs for call quality, lead conversion rates, and resolution times
• Create and refine workflows, scripts, and reporting tools to ensure consistency
• Work closely with sales, operations, and leadership teams to align objectives
• Analyze call center data and provide actionable insights for continuous improvement

Requirements

• Bachelor’s degree in Sales, Marketing, or a related field with sales exposure
• OR 3+ years of experience in sales (cold calling or customer support)
• 2+ years of experience managing a call center or inside sales/customer service team
• Proven track record in developing lead generation strategies
• Strong leadership experience in hiring, training, and team motivation
• Proficiency with call center software and CRMs (e.g., Salesforce, HubSpot)
• Expert in KPI tracking, analysis, and performance improvement

Preferred Qualifications

• Experience in roofing, construction, or trade-based industries
• Bilingual in English and Spanish
• Experience in lead scoring and inside sales workflows
• Advanced data analysis skills

Benefits

• Competitive compensation structure ($80,000 - $110,000 OTE)
• Healthcare coverage
• 401(k) plan
• Paid time off (PTO)
• Company expense card
• Professional development opportunities