Call Center Manager

Occidental Roofing is a family-owned, engineering-led roofing company.

We are looking for an experienced and results-driven Call Center Manager to build and lead our call center operation from the ground up. This is a rare opportunity to create systems, assemble a high-performance team, and establish an operation that directly drives revenue growth and customer trust. The role focuses on two critical objectives:

• Generating high-quality leads to drive our sales pipeline.
• Delivering exceptional customer support to enhance satisfaction and retention.

• Build and Optimize Operations
• Design and implement a high-performing outbound call center operation, including processes, tools, and team structure.
• Drive Results
• Develop and execute strategies, scripts, and processes for lead generation and appointment scheduling.
• Enhance Customer Support
• Ensure excellence in every customer interaction through professional handling and timely resolution.
• Lead Team Development
• Build, train, and motivate a team of skilled representatives focused on achieving both lead generation and customer satisfaction KPIs.
• Performance Management
• Establish and track KPIs for call quality, lead conversion rates, appointment scheduling, and resolution times.
• Systems Optimization
• Create and refine workflows, scripts, and reporting tools to ensure consistency and efficiency.
• Work closely with the sales, operations, and leadership teams to align call center objectives with business goals.
• Analytics & Reporting
• Analyze call center data and provide actionable insights for continuous improvement.

Required

• Bachelor's degree in Sales, Marketing, or a related field with demonstrated sales exposure that showcases growth and the ability to learn sales systems.

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 with measurable results.
• Strong leadership experience in hiring, training, and team motivation.
• Demonstrated success in customer support operations.
• Proficiency with call center software and CRMs (e.g., Salesforce, Hub Spot, or similar tools).
• Expert in KPI tracking, analysis, and performance improvement.
• Outstanding communication and problem-solving abilities.

• 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.

• $80,000 - $110,000 OTE (mix of base salary and performance bonuses).
• Bonuses tied to lead generation, customer satisfaction, and team performance.
• 401(k) plan.
• Paid time off (PTO).
• Company expense card.

• Location:
  
  Based at our headquarters in Tempe or Tucson.
• Work Schedule:
  
  Full-time with flexibility to optimize team performance.
• Significant autonomy in designing and executing strategies.
• Modest office environment with state-of-the-art call center technologies.
• Collaborative workspace promoting team engagement and performance.