Call Center Manager at Southern National Roofing Charlotte, NC

Job Summary The Manager of Contact Center & Inside Sales is responsible for leading Southern National’s centralized lead management, appointment setting, dispatching, rehash, and inside sales functions. This role owns the customer journey from initial inquiry through appointment confirmation, ensuring high contact rates, quality appointments, and efficient lead conversion. The Manager will build and optimize contact center operations, develop inside recruiting efforts, and partner closely with Marketing and Field Sales to maximize the ROI on lead generation investments. Responsibilities Contact Center Operations: Build and lead a high-performing contact center team that handles inbound and outbound lead management. Contact Center Operations: Develop and optimize call scripts, lead qualification criteria, and appointment setting processes. Contact Center Operations: Implement workforce management strategies to ensure adequate coverage during peak call times. Contact Center Operations: Monitor and improve key metrics: contact rate, speed-to-lead, appointment set rate, and appointment quality. Contact Center Operations: Manage telephony systems, dialer technology, and CRM integrations to maximize efficiency. Contact Center Operations: Provide overflow support coordination across all markets during high-volume periods. Inside Sales Development: Optimize and scale the process to recruit and hire canvassers and support field sales efforts. Inside Sales Development: Create lead scoring and routing logic to direct leads to the appropriate sales channel (inside vs. field). Inside Sales Development: Research and implement AI driven capabilities for texting, emailing, and calling customers. Inside Sales Development: Develop re-engagement campaigns for aged leads, cancelled appointments, and unsold estimates. Cross-Functional Partnership: Partner with Marketing to optimize lead flow, campaign performance, and lead source ROI. Cross-Functional Partnership: Work with Field Sales leadership to ensure appointment quality meets expectations and minimizes no-shows. Cross-Functional Partnership: Collaborate with Operations on scheduling optimization and capacity alignment. Cross-Functional Partnership: Coordinate with Regional GMs and market leaders on local lead management needs. Cross-Functional Partnership: Provide feedback loop to Marketing on lead quality by source, campaign, and channel. Team Development & Performance Management: Recruit, hire, and develop contact center talent. Team Development & Performance Management: Create training and onboarding programs for new representatives. Team Development & Performance Management: Implement quality assurance programs including call monitoring, coaching, and performance scorecards. Team Development & Performance Management: Design compensation and incentive structures that drive desired behaviors and outcomes. Team Development & Performance Management: Foster a positive, high-energy culture that minimizes turnover and maximizes engagement. Other duties as assigned. Qualifications Preferred Qualifications: Experience in home services, construction, or appointment-based sales industries. Preferred Qualifications: Background with multi-location companies requiring centralized lead management. Preferred Qualifications: Familiarity with speed-to-lead best practices and lead lifecycle management. Preferred Qualifications: Knowledge of workforce management software and contact center analytics platforms. Minimum Qualifications: Bachelor’s degree and/or an equivalent combination of education/experience. Minimum Qualifications: 3+ years of experience in contact center operations, inside sales, and lead management. Minimum Qualifications: 5+ years in a leadership role managing high performing teams of 15+ representatives. Minimum Qualifications: Proven track record of improving contact rates, conversion rates, and lead-to-sale metrics. Minimum Qualifications: Experience with CRM systems (Improveit 360 preferred), dialers, and contact center technology. Minimum Qualifications: Strong analytical skills with ability to use data to drive operational decisions. Minimum Qualifications: Excellent leadership and coaching skills; ability to motivate and develop teams. Minimum Qualifications: Experience building processes, scripts, and playbooks from scratch or significantly improving existing ones. Minimum Qualifications: Ability to problem‑solve and use critical thinking. Minimum Qualifications: Strong organization and multitasking skills. Minimum Qualifications: Ability to handle conflict in a professional and courteous manner. Minimum Qualifications: Excellent verbal, electronic, and written communication, and customer service skills. Minimum Qualifications: Work with peers and all departments for the common goals of the organization. Minimum Qualifications: Reliable in meeting work commitments. Minimum Qualifications: Must be flexible and adapt to most any situation. Minimum Qualifications: Ability to utilize technology devices, software and application, previous experience with Microsoft Office Suites and basic computer skills required. Minimum Qualifications: Ability to work onsite in Charlotte NC. Minimum Qualifications: Ability to travel up to 10% to Southern National field offices. Compensation & Benefits Total compensation between Salary, Bonus and Commission will be based on experience; The range is $80,000 to $125,000 per year. This is a full-time on-site position with full benefits including health, dental, vision and 401(k). Remote employment will not be considered for this role and that this position requires being in-office Monday through Friday. In addition, supervision of the team during weekend operations will occasionally require Saturday visits to check on your team. Benefits Competitive compensation: $80,000 – $125,000 (salary + bonus + commission) Medical, dental, and vision insurance 401(k) retirement plan Full-time, stable leadership role Opportunity to build and lead a high-performing contact center team Work with advanced CRM, dialer, and AI automation tools Direct impact on lead generation performance and sales growth Location Ability to work onsite in Charlotte, NC. Ability to travel up to 10% to Southern National field offices. #J-18808-Ljbffr Neier Inc.