The Call Center Manager leads the company's appointment-setting operation from end to end. This is a sales leadership role, not a customer service position, responsible for executing appointment-setting standards while managing the performance, development, and accountability of the call center team.

The Call Center Manager oversees inbound and outbound call activity, ensures the sales team's calendar remains full based on representative capacity, and directly manages recruiting, onboarding, coaching, and performance management for the call center team.

This role is responsible for both daily operational execution and long-term team development, ensuring the organization consistently converts inbound opportunities into qualified sales appointments.

Success in this role is measured by appointment volume, calendar utilization, lead conversion, CRM accuracy, and the overall performance of the call center operation.

Key Responsibilities

Team Leadership & Management

Lead and manage the call center team while maintaining a high-performance culture.
Recruit, onboard, coach, and offboard call center team members.
Establish clear performance expectations and accountability standards.
Conduct regular coaching sessions and performance reviews.
Coordinate future hiring efforts with Virtrify and client leadership.
Serve as the primary point of accountability for overall team performance.

Calendar & Capacity Management

Maintain a fully booked sales calendar based on sales representative capacity.
Schedule appointments efficiently based on availability, geography, and lead priority.
Balance appointment volume with sales capacity to maximize productivity.
Confirm appointments at least 24 hours in advance.
Reduce cancellations and no-shows through proactive communication.
Manage appointment rescheduling and calendar optimization.

Inbound Call Handling & Lead Conversion

Ensure inbound calls are answered within established response-time standards.
Guide prospects toward successfully scheduling appointments.
Coach the team on objection handling and consultative communication.
Maintain professionalism and consistency across every customer interaction.
Improve lead conversion through coaching and process optimization.

Lead Management & Follow-Up

Ensure every inbound lead receives timely follow-up.
Oversee execution of the complete follow-up process through:
- Phone calls
- Text messages
- Emails
- CRM task management
Enforce adherence to company scripts and sales processes.
Maintain ownership of the entire lead pipeline.

CRM Management & Data Integrity

Ensure customer information is accurately entered into the CRM.
Maintain CRM accuracy through consistent documentation and updates.
Monitor task completion and pipeline integrity.
Establish CRM discipline across the call center team.

Reporting & Performance Tracking

Monitor inbound and outbound call activity.
Track team performance and appointment conversion metrics.
Create lead source reports by marketing channel.
Analyze calendar utilization and representative capacity.
Identify opportunities to improve conversion rates and operational performance.
Present recommendations to leadership.

Cross-Functional Collaboration

Collaborate closely with marketing, sales, and operations teams.
Support promotional campaigns and marketing initiatives.
Escalate operational issues when appropriate.
Represent the call center during leadership and performance meetings.

Qualifications

Required

Minimum of 2+ years of experience in appointment setting, call center operations, inside sales, or phone-based sales.
Previous experience leading, supervising, or managing a sales or call center team.
Demonstrated success coaching team members to improve appointment booking and sales performance.
Advanced English proficiency with excellent verbal communication skills.
Strong leadership, accountability, and team management abilities.
Proven experience handling objections and converting inbound leads into scheduled appointments.
Excellent organizational skills with the ability to manage multiple priorities simultaneously.
Experience using CRM platforms, preferably Salesforce or similar systems.
Ability to analyze team performance metrics and implement improvement strategies.
Self-motivated and capable of leading a remote team with minimal supervision.
Comfortable using AI tools such as ChatGPT and Claude to improve reporting, coaching, documentation, and operational efficiency.

Preferred

Experience within the home services, roofing, construction, or home improvement industry.
Experience managing appointment-setting or inbound sales teams.
Experience developing sales scripts and coaching programs.
Familiarity with lead generation, inbound marketing, and sales pipeline management.

Core Competencies

Team Leadership & Coaching
Appointment Setting
Sales Management
Call Center Operations
Lead Conversion
CRM Management
Pipeline Management
Calendar & Capacity Management
Objection Handling
Performance Coaching
Communication
Organization
Accountability
Process Improvement

Typical Work Day

Review team performance and daily KPIs.
Monitor inbound and outbound call activity.
Ensure sales calendars remain fully booked based on representative capacity.
Coach team members on appointment-setting techniques and objection handling.
Review CRM activity and follow-up completion.
Confirm appointments and reduce cancellations.
Coordinate with marketing and sales teams regarding lead flow.
Analyze performance reports and identify improvement opportunities.
Conduct one-on-one coaching sessions as needed.
Escalate operational issues and provide leadership updates.

Typical Workweek

Monday

Review previous week's performance.
Set weekly appointment and conversion goals.
Review team schedules and representative capacity.

Tuesday – Thursday

Monitor call quality and performance.
Conduct coaching sessions.
Review CRM accuracy.
Optimize appointment scheduling.
Coordinate with marketing and sales regarding lead flow.
Support ongoing recruiting and onboarding activities.

Friday

Review weekly KPIs.
Prepare leadership reports.
Analyze conversion trends.
Plan improvements for the following week.
Conduct team performance reviews.

Weekly Time Allocation

35% Team Leadership & Coaching
25% Appointment Scheduling & Calendar Management
15% Lead Management & CRM Oversight
15% Performance Reporting & KPI Analysis
10% Cross-Functional Collaboration & Process Improvement

Performance Evaluation

Performance will be evaluated based on:

Calendar utilization and appointment volume.
Team appointment booking conversion rate.
Response time to inbound leads.
Team productivity and call performance.
CRM accuracy and discipline.
Follow-up execution.
Team communication and professionalism.
Overall contribution to revenue generation.

Key Performance Indicators (KPIs)

Calendar fill rate by sales representative.
Response time to inbound leads.
Number of team dials completed each week.
Appointment booking conversion rate.
CRM task completion rate.
Follow-up cadence completion.
Appointment confirmation rate.
Team retention and successful onboarding of new hires.
Sales calendar utilization aligned with representative capacity.

Reports To

Director of Sales / Operations Leadership

This role works closely with:

Sales Team
Marketing Team
Operations Team
Recruitment Team

Performance and ongoing development are continuously supported through The Virtual HR Department™.

Software & Tools

Salesforce CRM (preferred)
Phone, Email & SMS Communication Platforms
Scheduling Platforms
Reporting & Performance Tracking Tools
ChatGPT
Claude

Onboarding Plan (90 Days)

Phase 1: Assessment & Foundation (Days 1–30)

During the first month, the team member will:

Complete company onboarding.
Learn call scripts, CRM workflows, and lead handling procedures.
Review appointment-setting standards and operational processes.
Assess current team performance and establish baseline KPIs.
Learn reporting expectations and coaching processes.
Shadow current call center operations.

Phase 2: Guided Team Leadership (Days 31–60)

The team member will begin taking ownership of:

Daily call center operations.
Team coaching and performance management.
Appointment scheduling and calendar management.
Follow-up workflow execution.
CRM oversight and reporting.
Team accountability and KPI monitoring.

Leadership support and regular coaching continue throughout this phase.

Phase 3: Independent Leadership & Optimization (Days 61–90)

By the end of the onboarding period, the team member should independently manage:

Complete call center operations.
Appointment scheduling strategy.
Team performance and coaching.
CRM management.
Performance reporting.
Recruitment coordination and onboarding.
Continuous improvement initiatives focused on conversion, efficiency, and team development.

Ongoing coaching and support continue through The Virtual HR Department™, including leadership development, AI implementation best practices, and continuous operational improvement.

Work Environment

This is a fully remote position aligned with U.S. Eastern Time business hours.

Candidates must have:

Reliable high-speed internet connection.
Quiet, professional home office environment.
Strong leadership presence while managing a remote team.
Ability to work in a fast-paced, performance-driven environment.
High level of accountability, responsiveness, and ownership.
Availability to support the team during standard business hours.

About the Company

Our client is a growing home improvement company focused on converting inbound marketing leads into scheduled appointments through rapid response times, structured follow-up, and a high-performance sales process.

The organization operates in a results-driven environment where every inbound lead represents a valuable marketing investment. Success depends on speed, consistency, accountability, and the ability to maximize appointment conversions while maintaining an exceptional customer experience.

The company values:

Accountability
Speed to Lead
Operational Excellence
Teamwork
Continuous Improvement
Customer Experience
Sales Performance

This role is critical to ensuring the call center operates efficiently by maximizing appointment volume, maintaining a full sales calendar, and leading a high-performing appointment-setting team.

Call Center Manager (8am to 4pm EST)

Job Description