Job Description

Call Center Manager

Are you an experienced Call Center Manager or Leader with a track record of effectively guiding inside sales and prospecting teams? Do you possess experience in developing technology and AI-driven processes? Are you a results-oriented team leader who excels in competitive sales settings? If you responded affirmatively, we are looking for you!

City Wide Franchise is seeking a results-oriented and technology-savvy Call Center Manager to lead a high-performance outbound contact center focused on appointment setting, lead generation, and customer engagement. This role demands a leader who excels at leveraging modern contact center technologies, automation, data analytics, and workforce optimization to drive outbound performance while ensuring operational excellence and an outstanding customer experience.

Key Responsibilities:

Outbound Sales & Appointment Setting Leadership:

• Build, manage, and continuously improve an outbound contact center focused on appointment setting for sales teams and business development.
• Develop outbound calling strategies, campaigns, and scripts to optimize contact rates, conversions, and pipeline growth.
• Oversee daily outbound operations, ensuring teams meet and exceed KPIs related to dials, connects, appointments booked, show rates, and lead quality.
• Collaborate closely with sales and marketing leadership to align outbound strategies with target audiences, messaging, and goals.
• Design incentive programs that drive performance and maintain motivation in a high-volume outbound environment.

Technology Enablement & Automation:

• Implement and optimize contact center technology stacks, including auto-dialers, predictive dialers, CRM integrations, and workflow automation.
• Utilize AI-driven tools such as conversation intelligence, speech analytics, and lead scoring to improve contact strategies and coaching.
• Drive adoption of omnichannel outreach (phone, SMS, email, chat) to enhance outbound effectiveness.
• Partner with IT and vendors to manage platform functionality, integrations, troubleshooting, and continuous improvement.

Data-Driven Management & Performance Optimization:

• Monitor real-time dashboards and analytics to manage metrics such as connect rates, appointment set rates, call-to-conversion ratios, and revenue impact.
• Use data to forecast outbound capacity, optimize dialing strategies, and refine calling lists based on engagement patterns.
• Generate actionable insights from campaign performance to continuously refine targeting, scripting, and agent coaching.

Process Improvement & Operational Excellence:

• Streamline processes to reduce friction in outbound workflows, leveraging technology, automation, and best practices.
• Implement continuous improvement initiatives using methodologies like Lean, Six Sigma, or Agile.
• Oversee workforce management, including staffing models, scheduling, and productivity optimization.

Coaching, Training & Quality Assurance:

• Lead, coach, and develop a team of supervisors and outbound agents, focusing on skill-building for persuasive communication and consultative selling.
• Deploy call monitoring, conversation analytics, and quality assurance programs to ensure high standards of professionalism and effectiveness.

Compliance, Security, & Risk Management:

• Ensure compliance with TCPA, DNC, GDPR, CCPA, and other telecommunication regulations.
• Maintain data security protocols in line with industry standards and company policies.

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