Call Center Manager @Inside Out

[Hiring] Call Center Manager @Inside Out

Apr 04, 2025 - Inside Out is hiring a remote Call Center Manager. 💸 Salary: $1,400 - $1,600 per month. 📍Location: Latin America (LATAM).

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Role Description

As the Call Center Manager you will oversee the daily operations of our call center, ensuring that all representatives meet performance expectations, follow scripts, and generate leads effectively. Your leadership will be key in optimizing performance, coaching staff, and maintaining an efficient workflow. You will directly impact our sales team's success by ensuring a steady flow of high-quality leads.

Hold daily meetings with the call center representative(s) to review key performance indicators (KPIs), discuss challenges, and provide motivation.
Ensure that all team members adhere to call scripts and company protocols.
Monitor and manage the call center schedule, ensuring adequate coverage for all shifts.
Ensure all shifts are covered and assist in filling any last-minute absences.
Review call recordings regularly and provide constructive feedback during team meetings or one-on-one coaching sessions.
Track individual and team KPIs, including appointment setting targets, response times, and demo conversion rates.
Implement strategies to improve lead conversion and appointment scheduling efficiency.
Address any underperformance issues and provide corrective action plans as needed.
Ensure that sales representatives have a steady flow of leads.
Oversee lead entry and management in BuilderPrime CRM.
Monitor inbound lead response time (goal: within 60 seconds) and ensure a 100% answer rate for inbound calls.
Manage and optimize lead distribution to maximize sales opportunities.
Provide daily, weekly, and monthly reports to the owner on call center performance, lead conversion rates, and challenges.
Track and analyze KPIs, making recommendations for improvement.
Ensure all call center representatives meet their benchmarks and performance expectations.
Ensure all call center representatives memorize and effectively use the company's scripts and rebuttals.
Conduct role-playing exercises to improve call handling skills.
Maintain ongoing training programs to help representatives improve their performance.

Qualifications

1-2 years of experience in a call center or related field preferred.
Ability to stay on script and follow structured processes.
Strong leadership skills with a focus on performance coaching and motivation.
Open to learning and improving lead generation strategies.
Experience with CRM software (BuilderPrime preferred) is a plus.
Bilingual (English/Spanish) is a plus but not required.

Requirements

100% of inbound calls must be answered.
All inbound leads must be responded to within 60 seconds.
Each representative must set at least one demonstration appointment per 2.5 hours worked.
Review recordings daily, ensuring adherence to scripts and identifying areas for improvement.
Conduct role-playing sessions and performance reviews as needed.

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Before You Apply

️

📍	Be aware of the location restriction for this remote position: Latin America (LATAM)
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Back to Remote jobs > Customer Service

Call Center Manager @Inside Out

Customer Service

Salary 💸 $1,400 - $1,600 per month	Remote Location Latin America (LATAM)
Job Type full-time	Posted Apr 04, 2025

Apply for this position Unlock 54,705 Remote Jobs

️

📍	Be aware of the location restriction for this remote position: Latin America (LATAM)
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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