Regional Call Center Lead

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Oversee daily operations of the call center across various partner organizations.

• Manage staffing levels, call volume, and market requirements effectively.

• Provide training and coaching to representatives on call scripts, customer service techniques, appointment scheduling, handling objections, and follow-up processes.

• Conduct reviews of calls and hold individual coaching sessions.

• Arrange coverage for peak times, after-hours inquiries, staff absences, and increases in demand due to storms.

• Drive quick responses to new inquiries and manage follow-ups via phone, text, and email.

• Oversee the three-day contact strategy aimed at achieving 13 contact attempts.

• Assist representatives in qualifying customer needs, confirming service areas, and scheduling appointments.

• Collaborate with local sales teams to coordinate appointment availability, routing, and customer expectations.

• Keep track of unassigned, aging, canceled, and unscheduled leads.

• Maintain lead records, dispositions, appointment details, and source attribution using AccuLynx.

• Supervise the settings for Hatch Speed to Lead, follow-up campaigns, scheduling workflows, and adoption by representatives.

• Monitor call routing, ring groups, voicemail, overflow coverage, and call tracking metrics.

• Resolve workflow issues in collaboration with Marketing, Operations, and technology partners.

• Ensure adherence to customer communication standards, consent, and opt-out policies.

• Analyze activity and results by partner company and representative.

• Track key performance indicators such as answer rate, response time, speed to lead, contact rate, booking rate, appointment outcomes, call quality, call duration, and handling time.

• Provide weekly performance updates, identify root causes of issues, implement corrective measures, and escalate concerns as necessary.

⛳️ Requirements

• A minimum of three years of experience in a call center, customer service, inside sales, or appointment-setting role.

• Prior experience in leading, training, or coaching a team.

• Excellent phone communication, organizational, problem-solving, and customer service capabilities.

• Demonstrated experience in managing performance through call reviews, activity reports, and conversion metrics.

• Ability to support multiple locations, prioritize tasks, and manage local brands.

• Comfortable using CRM systems, call tracking tools, business phone systems, and messaging platforms.

• Experience in roofing, home services, or other appointment-based sales is preferred.

• Familiarity with AccuLynx, Hatch, CallRail, or 8x8 is a plus.

• Candidates must reside in the Southeast Market, specifically in Florida, Georgia, or Texas.

🏝️ Benefits

• Opportunity for bonuses.

• Comprehensive health and wellness benefits package.

• Employer-matching 401(k) plan.

• Unlimited paid time off.

• Paid company holidays.

• Flexible and remote work options for eligible positions.

• Opportunities for professional development and career advancement.

• A collaborative and people-centered workplace culture.