Call Center Manager

Call Center Manager Omari Construction Group – Remote Job Type: Full-Time Independent Contractor (1099) Compensation: $50,000–$60,000 annually + bonuses

About Us

Omari Construction is a growing construction company specializing in commercial construction, luxury residential design-build, and exterior remodeling and insurance restoration. We are committed to delivering exceptional service, operational excellence, and results across every division. At Omari, we value integrity, innovation, and performance. We are seeking motivated professionals who take ownership, lead with accountability, and thrive in a fast-paced, results-driven environment.

About the Position We are seeking an experienced, highly organized, and results-driven Call Center Manager to build, lead, and optimize our outbound call center operations. This individual will be responsible for managing call center representatives, developing effective lead-generation strategies, overseeing appointment scheduling, maintaining accurate CRM records, and driving measurable performance. The ideal candidate is a hands-on leader with strong call center management experience, excellent analytical skills, and the ability to develop scalable processes that support company growth.

Key Responsibilities

Call Center Leadership & Operations

• Build, manage, and continuously improve daily call center operations.
• Recruit, onboard, train, and coach call center representatives.
• Establish daily calling priorities, performance expectations, and accountability measures.
• Conduct regular team meetings, performance reviews, and individual coaching sessions.
• Develop call scripts, training materials, and standardized operating procedures.
• Ensure consistent call center coverage and efficient appointment scheduling.

Lead Generation & Appointment Management

• Oversee outbound calling campaigns to generate qualified appointments for insurance inspections and retail home improvement estimates.
• Identify, evaluate, and manage quality lead sources and calling lists.
• Monitor lead quality, appointment conversion rates, and follow-up activity.
• Coordinate with sales leadership to ensure appointments are properly scheduled, tracked, and completed.
• Maintain accurate lead records, call dispositions, and appointment outcomes.
• Optimize calling strategies to improve contact rates and appointment performance.

Performance Tracking & Reporting

• Monitor daily call volume, representative productivity, appointment conversion rates, and no-show rates.
• Review daily and weekly call center performance reports.
• Maintain individual representative scorecards and identify coaching opportunities.
• Provide weekly performance updates to company leadership.
• Develop automated reporting tools and dashboards to track department performance.

Systems Management & Process Improvement

• Oversee the administration and optimization of RingCentral, RingCX, and related communication systems.
• Maintain accurate customer and appointment records within AccuLynx CRM.
• Identify opportunities to improve workflows through automation, AI tools, and system integrations.
• Develop and maintain comprehensive Call Center Standard Operating Procedures (SOPs).
• Ensure calling lists, CRM records, and reporting systems remain accurate and organized.
• Collaborate with sales, marketing, and operations teams to improve efficiency and customer experience.

Quality Assurance & Compliance

• Monitor call quality, representative performance, and adherence to company standards.
• Ensure compliance with applicable telemarketing regulations, including Do Not Call requirements.
• Review call outcomes, lead classifications, and appointment records for accuracy.
• Identify operational issues and implement corrective action.
• Maintain a high standard of professionalism and customer communication.

Qualifications

• 3–5+ years of experience in call center operations, outbound sales, telemarketing, or appointment setting.
• 2+ years of experience managing or supervising a call center team.
• Demonstrated success improving call center productivity, appointment conversion, and team performance.
• Strong leadership, coaching, and team-development skills.
• Experience managing outbound calling campaigns and lead-generation strategies.
• Proficiency with CRM platforms, call center software, and performance reporting tools.
• Experience with RingCentral, RingCX, AccuLynx, or similar platforms preferred.
• Strong analytical, organizational, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to work independently, manage competing priorities, and meet performance objectives.
• Experience in construction, home improvement, roofing, or insurance restoration is a plus.

Performance Expectations Success in this position will be measured by the ability to develop a productive, efficient, and scalable call center operation.

Key performance objectives include:

• Supporting representative productivity targets of approximately 200–300 outbound dials per day.
• Driving an average of 2–4 qualified appointments per representative per day.
• Maintaining accurate CRM records and complete call dispositions.
• Improving appointment completion rates and minimizing no-shows.
• Delivering consistent, accurate weekly reporting.
• Developing documented processes that support long-term operational growth.

Compensation & Performance Bonus Base Compensation: $50,000–$60,000 annually, based on experience and qualifications. In addition to base compensation, this position offers the opportunity to earn up to $30,000 in annual performance-based bonuses, subject to the terms of the applicable compensation agreement. The bonus structure is designed to reward strong call center performance and measurable contributions to company growth.

• Monthly Performance Targets: Bonuses are earned based on achieving established monthly targets for qualified appointments that are successfully completed.
• Tiered Bonus Structure: Performance is evaluated against Threshold, Target, and Stretch achievement levels, with increasing bonus opportunities at each tier.
• Quarterly Bonus Payments: Earned and approved bonuses are paid quarterly, subject to the terms of the applicable agreement.
• Additional Quarterly Incentive: An additional bonus opportunity is available for consistently meeting or exceeding monthly performance targets throughout a quarter.

Bonus eligibility is subject to appointment qualification standards, accurate reporting, compliance requirements, leadership approval, and the terms of the applicable compensation agreement. Bonuses are not guaranteed. Why Join Omari Construction?

• Competitive annual base compensation with performance-based earning potential.
• Opportunity to build and lead a growing call center department.
• Direct collaboration with company leadership.
• Ability to implement innovative systems, processes, and strategies.
• Remote work arrangement with ownership over operational results.
• Opportunity to make a measurable impact on company growth and sales performance.

Join Omari Construction and help build a high-performing call center that drives growth, accountability, and exceptional customer experiences.