Now Hiring - Grosso University - Professional Services Call Center Manager in Milwaukee, WI

Full description of the position

Grosso University Talent Solutions is partnering with Empire Home in Milwaukee on a search for a Call Center Manager.The Call Center Manager is responsible for overseeing and scaling a high-performing inbound and outbound call center that drives qualified appointments for Call Empire Home's exterior home improvement services. This role ensures consistent lead conversion, exceptional customer experience, and strong coordination between marketing, sales, and field teams. The ideal candidate has proven experience managing call center teams in a high-volume, performance-driven environment and understands the urgency, seasonality, and customer expectations common in home services. Key Responsibilities: Call Center Operations * Manage daily operations of the call center, ensuring coverage, efficiency, and performance standards are met. * Oversee inbound lead handling and outbound follow-up to maximize appointment set rates. * Establish and enforce call scripts, quality standards, and best practices. * Monitor call metrics including speed-to-answer, conversion rates, appointment set rates, and call quality. Team Leadership & Development * Recruit, onboard, train, and coach call center representatives. * Conduct regular performance reviews, call audits, and coaching sessions. * Develop incentive plans and performance benchmarks aligned with company goals. * Foster a culture of accountability, urgency, and professionalism. Performance & Reporting * Track and report KPIs such as: * Lead-to-appointment conversion * Call volume and contact rate * Show rates and appointment quality * Rep productivity and attendance * Use data to identify trends, gaps, and opportunities for improvement. * Partner with leadership to forecast staffing needs based on lead flow and seasonality. Cross-Functional Collaboration * Work closely with marketing to provide feedback on lead quality and campaign performance. * Coordinate with sales and operations to ensure smooth handoffs and accurate scheduling. * Address customer concerns or escalations related to call center interactions. Systems & Process Optimization * Manage CRM, dialer, and call tracking systems. * Ensure accurate data entry, dispositioning, and reporting. * Continuously improve workflows, scripts, and processes to increase efficiency and results. Required Qualifications: * 3+ years of call center management experience, preferably in home services, construction, roofing, solar, or similar industries. * Proven track record of building and managing high-performing call center teams. * Strong understanding of inbound and outbound call strategies. * Experience with CRM and call center technology. * Data-driven mindset with strong analytical and reporting skills. * Excellent leadership, communication, and coaching abilities. Preferred Qualifications * Experience in exterior home improvement or home services industries. * Familiarity with appointment-setting for in-home or virtual sales teams. * Experience scaling teams in high-growth or seasonal environments. * Bilingual (Spanish/English) is a plus. Job Type: Full-time Pay: $60,000.00 - $110,000.00 per year Benefits: * Dental insurance * Health insurance * Paid time off * Vision insurance Work Location: In person