Call Center Manager

Who is Southern National
Southern National is a premier roofing contractor, dedicated to setting new industry standards through innovation, technology, and exceptional service. Our mission is to deliver unique and memorable experiences to all we encounter while elevating the benchmark for roofing replacement.

Job Summary
The Manager of Contact Center & Inside Sales is responsible for leading Southern National’s centralized lead management, appointment setting, dispatching, rehash, and inside sales functions. This role owns the customer journey from initial inquiry through appointment confirmation, ensuring high contact rates, quality appointments, and efficient lead conversion. This role also leads Southern National’s unique hiring efforts that help staff the canvassing team.

The Manager will build and optimize contact center operations, develop inside recruiting efforts, and partner closely with Marketing and Field Sales to maximize the ROI on Southern National’s lead generation investments.

General Responsibilities
Contact Center Operations

Build and lead a high-performing contact center team that handles inbound and outbound lead management

Develop and optimize call scripts, lead qualification criteria, and appointment setting processes

Implement workforce management strategies to ensure adequate coverage during peak call times

Monitor and improve key metrics: contact rate, speed-to-lead, appointment set rate, and appointment quality

Manage telephony systems, dialer technology, and CRM integrations to maximize efficiency

Provide overflow support coordination across all markets during high-volume periods

Inside Sales Development

Optimize and scale the process to recruit and hire canvassers and support field sales efforts

Create lead scoring and routing logic to direct leads to the appropriate sales channel (inside vs. field)

Research and implement AI driven capabilities for texting, emailing, and calling customers

Develop re-engagement campaigns for aged leads, cancelled appointments, and unsold estimates

Cross-Functional Partnership

Partner with Marketing to optimize lead flow, campaign performance, and lead source ROI

Work with Field Sales leadership to ensure appointment quality meets expectations and minimizes no-shows

Collaborate with Operations on scheduling optimization and capacity alignment

Coordinate with Regional GMs and market leaders on local lead management needs

Provide feedback loop to Marketing on lead quality by source, campaign, and channel

Team Development & Performance Management

Recruit, hire, and develop contact center talent

Create training and onboarding programs for new representatives

Implement quality assurance programs including call monitoring, coaching, and performance scorecards

Design compensation and incentive structures that drive desired behaviors and outcomes

Foster a positive, high-energy culture that minimizes turnover and maximizes engagement

Other duties as assigned

Preferred Qualifications

Experience in home services, construction, or appointment-based sales industries

Background with multi-location companies requiring centralized lead management

Familiarity with speed-to-lead best practices and lead lifecycle management

Knowledge of workforce management software and contact center analytics platforms

Salary Description
Total compensation between Salary, Bonus and Commission will be based on experience;
The range is $80,000 to $125,000 per year. This is a full-time on-site position with full benefits including health, dental, vision and 401(k).

Please note that remote employment will not be considered for this role and that this position requires being in-office Monday through Friday. In addition, supervision of the team during weekend operations will occasionally require Saturday visits to check on your team.

Southern National’s Mission

Contractors have a bad rep – and let’s be honest, many disreputable contractors over the decades have earned it. Southern National’s mission is to be the Roofing organization of choice and to improve the industry standard. We set the bar high to raise the benchmark.

Southern National’s Vision Statement

Operational excellence via technology and a…