Call Center Manager

Torq Coatings, a leader in the home improvement industry specializing in premium concrete coatings, is excited to announce an opening for a full‑time Call Center Manager. This vital role is based at our office location and is not eligible for remote work. As a Call Center Manager at Torq Coatings, you will helm our dynamic call center operations, playing a crucial role in driving our sales through expert appointment setting and stellar team leadership.

The person in this role will be instrumental from day one, setting the stage for scalable, efficient, and high‑performing call center functionalities.

About TORQ Coatings

TORQ Coatings is a fast‑scaling home improvement company specializing in premium concrete coatings. We believe in modern tools, AI‑driven efficiency, high‑level training, and building elite teams. Our call center is one of the most important engines of our entire organization — and this role will shape it from Day 1.

• Appointment Setting (Primary Focus)
  • Serve as a working leader: set appointments daily while coaching and leading your team.
  • Ensure the sales team has a full, optimized calendar at all times.
  • Manage inbound leads, outbound follow‑ups, nurture sequences, and speed‑to‑lead.
  • Achieve individual and team appointment‑setting KPIs.
  • Maintain high conversion rates and quality conversations.
• Call Center Leadership & Development
  • Oversee a small team of 2–3 appointment setters.
  • Lead by example through active participation in calls, follow‑ups, and workflows.
  • Provide coaching, feedback, and daily performance tracking.
  • Hold the team accountable to weekly and monthly KPIs.
  • Work closely with leadership to grow the team as Torq expands.
  • Contribute to hiring, training, SOP development, and future team structure.
• AI‑Driven Operations & Technology
  • Use AI tools (ChatGPT + advanced calling AI) for coaching and call reviews, script optimization, workflow automations, efficiency improvements, training, and skill development.
  • Maintain accurate lead data, call outcomes, and follow‑up tasks inside the CRM.
  • Help build automated sequences and call center workflows.
• Infrastructure, Systems & Process Building
  • Help architect Torq’s call center foundations.
  • Build SOPs, scripts, objection handling, and call frameworks.
  • Collaborate with marketing and sales to improve lead quality and handoff.
  • Monitor lead sources, cost per lead, and appointment quality.

• Required:
  • 2–5+ years of appointment‑setting experience (must have appointment setting, not customer service).
  • Prior call center or phone sales environment experience.
  • Experience leading or mentoring reps (formal or informal leadership).
  • Strong understanding of CRM systems.
  • Comfortable using AI tools for coaching, scripting, and workflows.
  • Excellent communication, energy, tone, and objection‑handling skills.
  • Highly accountable and motivated by metrics.
  • Comfortable being a Day 1 working leader.
• Preferred:
  • Experience in home improvement, trades, or service‑based industries.
  • Experience building small teams or developing call scripts.
  • Experience with job costing, scheduling, or operations (bonus).
  • Prior exposure to fast‑growth environments.

• Total Compensation: $65,000–$85,000 OTE
  • Monthly & Quarterly Bonuses based on:
    • Individual appointments set
    • Team appointments set
    • Conversion rates
    • Calendar optimization
• Additional Benefits:
  • Health insurance
  • 401(k)
  • PTO + Paid Holidays
  • Professional development & leadership coaching
  • Opportunity to help build Torq’s call center from the ground up