Job Description

Job Description

Job Description

Call Center Manager

American Home Design is looking for an experienced Call Center Manager to lead our team that is responsible for setting and issuing appointments for our in-home water filtration product. This is a hands-on leadership role where you'll manage and coach the agents, handle the daily operations, and keep your team focused on hitting their individual as well as overall appointment setting goals.

Location : 880 Conference Drive Goodlettsville, Tennessee

What You'll Be Doing

• Leading and motivating a team of remote call center agents
• Managing schedules, call flow, and workload so everything runs smoothly
• Tracking key numbers like talk time, appointment set rates, and demos
• Interviewing and bringing on new agents
• Working with our trainer to provide ongoing agent coaching
• Managing scripts- creating new ones as needed, ensuring the agents are using them effectively
• Keeping our call center software (Five9, LP, Neustar) updated and running efficiently
• Sharing performance updates and insights with sales managers and leadership

What We're Looking For

• Previous experience managing a call center preferably where agents are responsible for appointment setting or have sales goals
• A leader who can motivate, coach, and hold people accountable
• Strong communication and problem-solving skills
• Confident using call center technology and digging into performance reports
• Highly organized and able to juggle multiple priorities

Potential Earnings & Benefits

• Base Salary + Lucrative Bonus Opportunity
• Benefits: Health Insurance, Life, Dental, Vision, and Disability Insurance
• 401(K)
• Paid Time Off
• Paid Holidays

Why You'll Love It Here

For more than 45 years, American Home Design has been a trusted, locally owned home improvement company serving Tennessee and Southern Kentucky. Recognized by The Tennessean as a Top Workplace Winner year after year, we're proud to offer a family-like culture where contributions are valued and rewarded. Join us and play a key role in growing our team and our future.

If you're a hands-on leader who enjoys building strong teams and delivering great results, we'd love to talk with you.

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