Call Center Manager

Call Center Manager
Company: Kroll Construction
Location: Garden City, MI

Kroll Construction is a leader in the bath remodeling industry, delivering high-quality, affordable, and stylish solutions to homeowners. We pride ourselves on exceptional customer service and a results-driven team environment.

We are hiring an experienced Call Center Manager to lead our team and drive performance. This role is ideal for a motivated leader who thrives in a fast-paced, sales-driven environment and knows how to build, coach, and scale a successful call center team.

• Lead, hire, train, and manage call center representatives

• Drive team performance and ensure appointment-setting goals are met

• Monitor KPIs including call volume, set rate, and show rate

• Coach and develop team members through ongoing feedback and training

• Manage schedules to ensure proper coverage

• Collaborate with marketing and sales teams to align campaigns and goals

• Improve scripts, processes, and call strategies

• Monitor calls for quality assurance and professionalism

• Ensure accurate reporting and CRM usage

• 2+ years of call center management or leadership experience

• Proven ability to meet or exceed performance metrics

• Strong leadership and team-building skills

• Excellent communication and coaching abilities

• Highly organized with strong problem-solving skills

• Experience in sales or home improvement is a plus

• Comfortable working with CRM and call center systems

• Competitive base pay + performance bonuses

• Growth and advancement opportunities

• Supportive, team-oriented environment

Ready to lead a high-performing team and grow your career? Apply now to join Kroll Construction !