National Operations Center Manager

DescriptionPromera, formerly Data Clean, is a leading provider of critical environment management solutions for mission critical environments, including data centers, cleanrooms, and life sciences facilities. For over 45 years, we’ve helped protect the performance and reliability of some of the world’s most demanding spaces. Our clients include top general contractors, hyperscale cloud providers, colocation facilities, and enterprises that rely on safe, compliant, and expertly maintained environments. Promera is ISO 9001:2015 and ISO 14001 certified, demonstrating our commitment to service excellence and operational efficiency.Promera LLC is seeking a dynamic and results-oriented Scheduling and Dispatch Center Manager to lead a team focused on highly effective and optimized service scheduling and opportunistic sales. This role is responsible for driving operational excellence, maximizing conversion opportunities during customer interactions, and ensuring a high-quality customer experience across the entire country, operating 24/7. The ideal candidate will balance efficiency in scheduling with a strong focus on revenue generation and customer engagement.What You’ll Work OnLead, coach, and develop call center agents handling inbound/outbound scheduling and sales interactionsDrive performance against KPIs including appointment set rate, conversion rate, revenue per call, call quality, and customer satisfactionImplement strategies to increase opportunistic sales during scheduling interactionsOversee workforce planning, scheduling coverage, and call routing to optimize productivity and responsivenessMonitor call quality and provide coaching to improve both customer experience and sales effectivenessDevelop scripts, talk tracks, and sales enablement tools to support agents in identifying and closing sales opportunitiesAnalyze call center data to identify trends, optimize processes, and improve both scheduling efficiency and sales outcomesPartner with Sales, Marketing, and Operations teams to align messaging, campaigns, and lead handling processesManage escalated customer issues and ensure timely, professional resolutionEnsure compliance with company policies, sales practices, and regulatory requirementsLead onboarding and ongoing training programs focused on scheduling accuracy and consultative selling techniquesPrepare and present performance reports, including revenue impact and pipeline contributionQualificationsBachelor’s degree in Business, Communications, or related field5+ years of experience in call center management with sales and/or appointment setting responsibilities, requiredProven track record of improving conversion rates and driving revenue through call center teamsStrong understanding of call center KPIs, sales funnels, and customer engagement strategiesExperience with CRM and call center platforms (e.g., Salesforce, Zendesk, Five9, Pipedrive or similar)Excellent leadership, coaching, and performance management skillsStrong analytical skills with the ability to translate data into actionable insightsBenefitsCompetitive pay, based on experience.Bonus eligibleGrowth Sharing Incentive Plan eligible – our company-wide long-term incentive planPaid on-the-job training, and continued learning, including certificationsPaid Time OffMedical, Dental, Vision plansLife, Disability and other Voluntary coverage401k + matchingEmployee Assistance ProgramPromotion opportunitiesWe are an Equal Opportunity Employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status