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Call Center Manager

Call Center Manager

Occidental Roofing, LLCTempe, Arizona, United States, 85281
30+ days ago
Job type
  • Full-time
Job description

Occidental Roofing is engineering the future of roofing. We're not a traditional contractorwe're a family-owned, engineering-led company building the next generation of the roofing industry.

  • Our vision is bold : to establish Occidental Roofing as the national benchmark for trust, leadership, and modern professionalism by integrating qualified talent, technical innovation, and operational excellence.
  • Our mission is simple : to deliver peace of mind at scale through unrivaled roofing solutions that protect homes, businesses, and communities.

We're assembling a team of builders, thinkers, and doersdisciplined, mission-driven professionals ready to create something world-class. We value expertise. We reward results. We demand continuous improvement.

At Occidental Roofing, we work on problems with real-world, long-term impact. And we believe compensation should match that impact : meritocratic, transparent, and designed to reward the skills, ownership, and excellence you bring.

The Opportunity

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.

    • If you have the expertise to build and scale a world-class call center, we want to hear from you.

    Key Responsibilities

  • 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.

  • Cross-Departmental Collaboration

    • 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.

    Qualifications

    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, HubSpot, or similar tools).
  • Expert in KPI tracking, analysis, and performance improvement.
  • Outstanding communication and problem-solving abilities.

    • Preferred

  • 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.

    • Why Join Us

    Competitive Compensation Structure

  • $80,000 - $110,000 OTE (mix of base salary and performance bonuses).
  • Bonuses tied to lead generation, customer satisfaction, and team performance.

    • Comprehensive Benefits Package

  • Healthcare coverage.
  • 401(k) plan.
  • Paid time off (PTO).
  • Company expense card.
  • Professional development opportunities.

    • Location and Work Schedule

  • 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.

    • PId32512e9ea7e-30511-38109545

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    Call Center Manager • Tempe, Arizona, United States, 85281