Call Center Operations Manager

Description The Inside Sales Center Operations Manager is responsible for maximizing revenue opportunities by managing the health of the sales pipeline after appointments have been scheduled and ensures that those appointments are issued according to established performance standards in a way that maximizes the potential for sales conversion. This role oversees Confirmation Agents and Dispatchers and develops strategies that improve appointment retention, increase close opportunities, recover unsold projects, and maximize revenue through consistent follow-up and customer engagement. This position combines people leadership, operational management, data analysis, and process improvement to ensure every sales opportunity is fully developed while preventing opportunity loss. The mission of this role it to maximize the value of every sales opportunity by ensuring that no qualified customer is lost through the implementation of an operating system that is comprised of effective and timely communication, thorough follow-up and follow-through and functional operational efficiency as demonstrated by the sustained achievement of specified performance metrics. Key Responsibilities Department Leadership Lead and develop the Confirmation, Dispatch and Concierge teams. Establish and consistently achieve performance expectations and accountability measures through people, process and the proper application of technology. Foster a culture centered on customer experience, accountability, and continuous improvement. Conduct regular coaching sessions, performance reviews, and team meetings. Partner with Outside Sales to ensure that Issued Appointments are qualified and assigned properly. Pipeline Management Maintain ownership of the sales pipeline from appointment creation through final disposition. Develop strategies to maximize appointment confirmations and reduce cancellations. Monitor pipeline volume and execute pull ups to cover gaps in scheduling in real time throughout each day. Oversee rescheduling efforts to recover canceled appointments. Identify opportunities to re-engage previously unsold customers. Ensure all opportunities receive appropriate follow-up before removal from the pipeline. Operational Excellence Create and refine standard operating procedures that are clearly documented and followed by all Ensure department compliance with company policies and quality standards. Monitor workflow efficiency and staffing requirements. Identify operational bottlenecks and implement scalable solutions. Collaborate with Inside Sales, Sales, Concierge and Operations to improve customer experience. Consistently achieve and improve upon key metrics that indicate successful performance of the functional responsibility. Analytics & Reporting Monitor key performance indicators including: Confirmation Rate Cancellation Rate Save Rate Reschedule Rate "Moneyball" Conversion Rate Unsold Recovery Rate Revenue Generated Analyze trends and present actionable recommendations. Build dashboards and reporting to provide visibility into department performance. Use data to drive strategic decision-making and continuous improvement. Cross-Functional Collaboration Partner with Sales Managers to improve appointment quality. Work with Concierge to support customer re-engagement campaigns. Coordinate with Inside Sales to improve scheduling efficiency. Collaborate with Director of Inside Sales on strategic initiatives and departmental goals. About Expo Home Improvement Expo Home Improvement, a top-rated Texas-based home remodeling company, specializes in high-quality bathroom, kitchen, and window remodels for residential customers since 2006. We are recognized for exceptional craftsmanship, outstanding customer service, and a commitment to enhancing the lives of homeowners. Recognized as a Top Place to Work in the nation, our people-first approach fosters a supportive culture that drives excellence and growth. Beyond transforming homes, we are dedicated to building lasting relationships and making a positive impact in the communities we serve. Requirements 5+ years of leadership experience in inside sales, customer success, contact center operations, or pipeline management. Proven ability to lead multiple teams simultaneously. Strong analytical and problem-solving skills. Experience interpreting KPIs and operational reporting. Excellent communication and leadership abilities. Strong organizational and project management skills. Ability to drive change while maintaining operational stability. Working Conditions Office setting with frequent coordination across departments and vendors Must be able to manage multiple priorities in a fast-paced environment, often with tight deadlines. Work is performed in a professional office settings require extensive use of computers, data platforms, and communication tools. The role involves sitting, typing, and viewing a computer screen for extended periods. Must be able to communicate clearly and effectively with team members across multiple departments, both in person and through digital channels. May require occasional evenings or weekends as needed. Competitive base pay plus performance bonus opportunities Opportunity for career growth within a rapidly expanding organization. Equal Opportunity Employer Expo Home Improvement provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability status, or any other characteristic protected by law. Americans with Disabilities Act (ADA) Expo Home Improvement complies with the ADA and will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations. #J-18808-Ljbffr