Call Center Manager

Are you an experienced Call Center Manager or Leader with a track record of effectively guiding inside sales and prospecting teams? Do you possess experience in developing technology and AI-driven processes? Are you a results-oriented team leader who excels in competitive sales settings? If you responded affirmatively, we are looking for you!

City Wide Franchise is seeking a results-oriented and technology-savvy Call Center Manager to lead a high-performance outbound contact center focused on appointment setting, lead generation, and customer engagement. This role demands a leader who excels at leveraging modern contact center technologies, automation, data analytics, and workforce optimization to drive outbound performance while ensuring operational excellence and an outstanding customer experience.

Key Responsibilities:

Outbound Sales & Appointment Setting Leadership:

• Build, manage, and continuously improve an outbound contact center focused on appointment setting for sales teams and business development.
• Develop outbound calling strategies, campaigns, and scripts to optimize contact rates, conversions, and pipeline growth.
• Oversee daily outbound operations, ensuring teams meet and exceed KPIs related to dials, connects, appointments booked, show rates, and lead quality.
• Collaborate closely with sales and marketing leadership to align outbound strategies with target audiences, messaging, and goals.
• Design incentive programs that drive performance and maintain motivation in a high-volume outbound environment.

Technology Enablement & Automation:

• Implement and optimize contact center technology stacks, including auto-dialers, predictive dialers, CRM integrations, and workflow automation.
• Utilize AI-driven tools such as conversation intelligence, speech analytics, and lead scoring to improve contact strategies and coaching.
• Drive adoption of omnichannel outreach (phone, SMS, email, chat) to enhance outbound effectiveness.
• Partner with IT and vendors to manage platform functionality, integrations, troubleshooting, and continuous improvement.

Data-Driven Management & Performance Optimization:

• Monitor real-time dashboards and analytics to manage metrics such as connect rates, appointment set rates, call-to-conversion ratios, and revenue impact.
• Use data to forecast outbound capacity, optimize dialing strategies, and refine calling lists based on engagement patterns.
• Generate actionable insights from campaign performance to continuously refine targeting, scripting, and agent coaching.

Process Improvement & Operational Excellence:

• Streamline processes to reduce friction in outbound workflows, leveraging technology, automation, and best practices.
• Implement continuous improvement initiatives using methodologies like Lean, Six Sigma, or Agile.
• Oversee workforce management, including staffing models, scheduling, and productivity optimization.

Coaching, Training & Quality Assurance:

• Lead, coach, and develop a team of supervisors and outbound agents, focusing on skill-building for persuasive communication and consultative selling.
• Deploy call monitoring, conversation analytics, and quality assurance programs to ensure high standards of professionalism and effectiveness.

Compliance, Security, & Risk Management:

• Ensure compliance with TCPA, DNC, GDPR, CCPA, and other telecommunication regulations.
• Maintain data security protocols in line with industry standards and company policies.

Required:

• Bachelor’s degree in Business, Marketing, Operations, or related field.
• 5+ years in call center management with a strong focus on outbound sales or appointment setting.
• Hands-on experience managing contact center technology, including predictive dialers, CRM platforms (e.g., Salesforce, HubSpot), VoIP systems, and workforce management tools.
• Proven success in driving outbound performance through data-driven decision-making and process automation.
• Deep understanding of compliance requirements related to outbound calling and telemarketing.

Preferred:

• Experience deploying AI-driven solutions (e.g., conversation intelligence, lead scoring, chatbots).
• Background in sales development, inside sales, or pipeline generation roles.
• Certifications in relevant technologies (e.g., Genesys, Five9, Salesforce Service/Revenue Cloud) or methodologies (Six Sigma, PMP, Agile).

Core Competencies:

• Outbound Sales Leadership
• Technology-Driven Operations
• Data-Driven Decision Making
• Workforce Optimization
• Process Automation and Improvement
• Coaching and Talent Development
• Customer-Centric Communication
• Change Management

City Wide Franchise offers a competitive compensation and benefits, including medical, dental, vision, employer paid life insurance and a 401(K) employer match!

More on City Wide...

City Wide Facility Solutions is a fast-growing company with over 100 franchise locations across the United States and Canada. Founded in 1961, City Wide Facility Solutions is the largest management company in the building maintenance industry. We have over 60 years in the business and continue to experience high growth and profitability across our franchise businesses. Our culture supports the company’s Mission to create a Ripple Effect by positively impacting the people and communities they serve. Read more about City Wide at www.gocitywide.com

City Wide offers a competitive salary, including commission and bonus, for this position. In addition, we offer a comprehensive benefits package to include medical, dental, vision and PTO.

City Wide is an Equal Opportunity Employer.