Call Center Operations Manager

PLEASE READ:

Call Center Operations Manager (Remote)

Job Description:

Core Systems is seeking a highly experienced, hands-on, and performance-driven Call Center Operations Manager to lead and oversee our growing remote appointment-setting team. This role is ideal for a strong call center leader who knows how to build high-performing teams, coach representatives, analyze KPIs, and take ownership of department performance.

This is not a purely administrative or reporting role. We are looking for a leader who leads from the front — someone who can listen to a call, identify why a representative is struggling, develop a plan to improve performance, and step onto the phones when needed to demonstrate what great appointment setting sounds like.

You will oversee approximately 10–20+ appointment setters across multiple client accounts and will be responsible for the team's performance, staffing, coaching, accountability, and operational results.

Responsibilities:
-Manage, coach, and develop a remote team of 10–20+ appointment setters
-Recruit, interview, hire, and onboard new call center representatives
-Conduct daily team huddles and maintain consistent team communication
-Manage schedules, attendance, staffing, and coverage across a 7-day operating schedule
-Review recorded calls and provide actionable coaching and feedback
-Conduct role-play sessions and objection-handling training
-Develop and improve scripts, rebuttals, and appointment-setting strategies
-Hold representatives accountable to established performance standards
-Identify underperformers and implement performance improvement and corrective action plans
-Recognize high performers and develop potential Team Leads
-Monitor performance across multiple client accounts
-Manage outside vendors and hold them accountable to performance expectations
-Build and maintain KPI reporting and performance dashboards
-Identify performance issues before they become larger operational problems
-Analyze performance data to determine the root cause of issues
-Create and execute action plans to improve team and account performance
-Monitor lead quality, appointment quality, and overall client account performance
-Personally get on the phones when necessary to support the team and demonstrate effective appointment-setting techniques
-Take full ownership of department performance and continuously identify opportunities for improvement

Key Performance Indicators (KPIs):
The Operations Manager should have a strong understanding of call center and appointment-setting metrics, including:
Speed-to-lead
Contact rate
Call attempts
Set rate
Appointments booked
Confirmation rate
Cancellation rate
Demo/show rate
Lead quality and lead issue rate
Individual representative performance
Client/account performance
Staffing and coverage
Overall department production

The successful candidate must be able to look at performance data, identify where and why performance is breaking down, and develop and execute a plan to improve the numbers.
Reporting the number is not enough — improving the number is the job.

Requirements:
-Previous experience managing a call center or appointment-setting team
-Experience directly managing 10+ representatives
-Proven experience managing remote teams
-Strong appointment-setting and objection-handling experience
-Experience recruiting, interviewing, and hiring call center representatives
-Experience training and onboarding new hires
-Experience listening to and scoring recorded calls
-Strong coaching, leadership, and team development skills
-Proven experience managing call center and appointment-setting KPIs
-Experience managing employee performance and addressing chronic underperformance
-Experience with CRMs, dialers, call-recording systems, and reporting tools
-Strong analytical and problem-solving skills
-Strong written and spoken English communication skills
-Highly organized, accountable, and data-driven
-Ability to work independently in a fast-paced remote environment
-Comfortable working during U.S. Eastern Time
-Reliable internet connection and dedicated remote workspace required

Preferred Experience:
-Experience in home improvement or home services is strongly preferred
Experience setting appointments for:
Windows & Doors
Roofing
Bathrooms
HVAC
Solar
Remodeling
Other in-home services

Experience managing teams responsible for generating qualified appointments, not simply filling calendars
Understanding of homeowner qualification, appointment quality, confirmation, and show/demo rates

Work Schedule:
Our call center operates 7 days per week, 8:00 AM – 8:00 PM Eastern Time.
The Operations Manager will not personally work 12 hours per day, 7 days per week, but will be responsible for ensuring proper department coverage, leadership, accountability, and operational support throughout the call center's operating schedule.

What We Offer:
2,000–2,500 USD/month base salary
1,000–2,000 USD/month performance bonus
Full-time remote opportunity
Performance-based earning potential
Growth and advancement opportunities
Leadership role with ownership over department performance
Collaborative, fast-paced, and performance-driven environment
Performance bonuses are based on measurable department results, including appointment production, set rates, demo/show rates, account performance, staffing, quality, and other operational KPIs.

What Success Looks Like:
-Within the first 90 days, the successful candidate is expected to:
-Understand every major client account
-Know the strengths and weaknesses of the team
-Establish a consistent coaching and accountability rhythm
-Improve representative performance
-Develop high-performing representatives and future Team Leads
-Identify and address performance issues proactively
-Establish strong KPI visibility and reporting
-Have complete command of the department's performance

When leadership asks, "What's happening in the call center?", you should be able to clearly explain:
What's happening, why it's happening, and exactly what you're doing to fix it.

How to apply?
Please submit your application in this link:

----------