Regional Call Center Lead

Regional Call Center Lead

Southeast | Stonegrove Roofing Partners
$80-90K + Bonus potential
Candidate needs to live in the Southeast Market, Florida, Georgia, or Texas

Position Overview

Stonegrove Roofing Partners is seeking a Regional Call Center Lead to oversee call handling, lead follow-up, and appointment scheduling across our Southeastern partner companies. This hands-on leader will coach customer service representatives, improve booking performance, and ensure every homeowner receives prompt, professional service that reflects each partner’s local brand.

The Call Center Lead will work closely with Marketing Managers, regional leadership, and local sales teams to turn marketing inquiries into qualified appointments while maintaining accurate records and consistent follow-through.

Key Responsibilities

Team Leadership and Development

• Lead day-to-day call center activities across multiple partner companies, balancing staffing, call volume, and market needs.
• Train and coach representatives on call scripts, customer service, appointment booking, objection handling, and follow-up.
• Conduct regular call reviews and individual coaching sessions to reinforce expectations and address performance gaps.
• Coordinate coverage for peak periods, after-hours inquiries, absences, and storm-related increases in demand.
• Establish accountability for daily activity, service quality, and appointment results.

Lead Response and Appointment Scheduling

• Drive rapid response to new inquiries, with a target of an initial outbound call within 15 seconds during staffed hours.
• Ensure inbound calls are answered promptly and missed calls receive immediate follow-up.
• Oversee consistent phone, text, and email follow-up through approved workflows.
• Manage the three-day contact cadence, targeting 13 contact attempts, within the first three days.
• Help representatives qualify customer needs, confirm service areas, and schedule appointments accurately.
• Coordinate with local sales teams to align appointment availability, routing, and customer expectations.
• Monitor unassigned, aging, canceled, and unscheduled leads to prevent missed opportunities.

Systems and Process Management

• Maintain accurate lead records, dispositions, appointment details, and source attribution in AccuLynx.
• Oversee Hatch Speed to Lead settings, follow-up campaigns, scheduling workflows, and representative adoption.
• Monitor call routing, ring groups, voicemail, overflow coverage, and call tracking across supported brands.
• Troubleshoot workflow issues with Marketing, Operations, and technology partners.
• Maintain consistent operating standards while adapting scripts and workflows to each partner’s services and market.
• Ensure representatives follow company policies for customer communications, consent, and opt-outs.

Performance Reporting and Collaboration

• Review daily activity and results by partner company and representative.
• Track call answer rate, answer time, speed to lead, contact rate, booking rate, appointment outcomes, and call quality.
• Monitor call duration and handle time alongside customer experience and booking results.
• Share weekly performance updates, identify root causes of missed targets, and implement corrective actions.
• Partner with Marketing Managers to evaluate lead quality and follow-up effectiveness.
• Coordinate with local sales leaders to resolve appointment issues and improve the handoff from inquiry to inspection.
• Escalate staffing, system, and performance concerns with clear recommendations.

Qualifications

• Three or more years of experience in a call center, customer service, inside sales, or appointment-setting environment.
• Previous experience leading, training, or coaching a team.
• Strong phone communication, organization, problem-solving, and customer service skills.
• Experience managing performance through call reviews, activity reports, and conversion metrics.
• Ability to support multiple locations, priorities, and local brands.
• Comfort working in CRM, call tracking, business phone, and messaging platforms.
• Roofing, home services, or other appointment-based sales experience preferred.
• Experience with AccuLynx, Hatch, CallRail, or 8x8 preferred.

This is a remote position.