[Hiring] Inside Sales Call Center Manager @Somewhere

Role Description

Our client is seeking an experienced Inside Sales Call Center Manager to take ownership of the phone operations team responsible for converting inbound leads into qualified, booked in-home consultations for field sales closers. This position carries critical operational weight and directly impacts revenue.

• Work directly on the phones during the initial onboarding phase to master the dialer, scripts, objection handling, and customer journey firsthand.
• Oversee the daily distribution and handling of inbound marketing leads, ensuring fast response times and consistent conversion into booked in-home appointments for field closers.
• Partner with executive leadership to interview, select, onboard, and ramp new remote inside sales representatives as call center volume grows.
• Author, test, and continuously optimize call scripts and talk tracks, training representatives to sound like consultative sales professionals rather than rigid script-readers.
• Review call recordings daily, conduct structured coaching sessions, and provide direct feedback to elevate rep performance and call quality.
• Maintain rigorous performance standards and KPI tracking throughout team growth, ensuring no loss in appointment volume or lead coverage during expansion.

Qualifications

• Proven track record managing an inside sales, appointment-setting, or lead conversion call center for a home improvement or residential contractor business (Required).
• Demonstrated success converting inbound homeowner inquiries into high-show-rate appointments for in-home field sales closers (Required).
• Strong script-writing capability paired with the ability to hold representatives strictly accountable to scripted frameworks while keeping calls natural and conversational (Required).
• Demonstrated experience reviewing call recordings, conducting QA evaluations, and mentoring representatives to improve closing ratios (Required).
• Flawless, natural spoken English tailored to building rapport and earning the trust of US homeowners over the phone and on voicemails (Required).
• Proven personal phone sales acumen—possessing the consultative ability to sell the value of an appointment rather than simply acting as an order taker (Required).

Requirements

• Direct experience sourcing, hiring, and onboarding remote inside sales agents (Preferred).
• Prior experience in high-ticket residential remodeling environments (e.g., roofing, bathroom/kitchen remodels, windows, or premium coatings) (Preferred).
• Working knowledge of modern CRM systems, automated phone dialers, and call analytics dashboards (Preferred).

Who Thrives in This Role

• Player-Coach Mentality: Leads by example, thrives in the details, and is eager to jump on the phones alongside the team whenever necessary.
• Dependable & Present: Shows up fully prepared to every meeting and shift, maintaining steady operational rhythm and high visibility.
• High Standards Without Micromanagement: Sets crystal-clear benchmarks, inspects what they expect, and holds the line on call quality through coaching rather than hovering.
• Consultative Communicator: Possesses a calm, persuasive phone presence that disarms customer hesitation and establishes instant credibility with homeowners making a major investment.
• Methodical Operator: Approaches team transitions and workflow changes with care, safeguarding existing revenue while building scalable new systems.