Job Description

Call Center ManagerLuxury Bath of Seattle is a growing home remodeling company specializing in high-quality bath and shower renovations. We are seeking an experienced, hands-on Call Center Manager to lead our call center team and drive performance.This is an excellent opportunity for a results-oriented manager who knows how to coach employees, improve call performance, increase appointment volume, and create accountability around measurable goals.What You'll DoAs the Call Center Manager, you will oversee the daily operations and performance of our call center team.Lead, coach, and develop a team of Call Center RepresentativesRecruit, hire, onboard, and train new team membersMonitor individual and team performance and provide regular coachingEstablish clear performance expectations and hold employees accountableTrack key performance metrics, including call activity, appointment setting, lead conversion, and follow-upImprove call quality, productivity, and overall team performanceOversee inbound customer calls and outbound follow-up activityEnsure leads are contacted promptly and handled professionallyManage appointment scheduling, confirmations, cancellations, and reschedulingCoordinate appointment availability and scheduling with the sales teamWork closely with sales leadership to maximize appointment opportunitiesResolve escalated customer concerns and service issuesIdentify and implement improvements to call center processes and workflowsMaintain a high standard of customer service and professionalismWhat We're Looking For1+ year of call center management, call center supervisor, or team leadership experienceExperience coaching and developing employees in a performance-driven environmentStrong leadership and accountability skillsExperience working with KPIs, performance metrics, quotas, or appointment-setting goalsStrong customer service and conflict-resolution abilitiesExcellent verbal and written communication skillsStrong organizational, scheduling, and multitasking skillsComfortable using CRM systems and learning new softwareStrong attention to detail and follow-throughAbility to thrive in a fast-paced environmentExperience managing an appointment-setting, inside sales, customer service, or outbound calling team is highly preferred.Compensation & SchedulePay: $30–$40 per hour, depending on experienceFull-time positionMonday–Friday8:30 AM–5:00 PMOn-site position in Tukwila, WAWhy Join Us?Competitive hourly compensationMonday–Friday scheduleHands-on leadership role with autonomy and responsibilityOpportunity to directly impact appointment volume and company growthWork closely with sales and operations leadershipGrowing company with opportunities to make a meaningful impact

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