Call Center Manager

Job Description TORQ CoatingsPosition OverviewTORQ Coatings is looking for a driven, organized, and high-energy Contact Center Manager to help lead the front line of our customer experience. This is a working leadership role designed for someone who is willing to lead from the front, stay involved in the day-to-day operation, and help build a high-performance contact center culture.This role is not for someone who simply wants to manage from behind a desk. We are looking for someone willing to actively work on the phones, help set appointments, confirm appointments, coach the team, and build structure alongside leadership.You will work closely with the Director of Business Operations, sales leadership, and marketing team to help drive appointment flow, improve communication, reduce cancellations, and help create a world-class customer experience from first contact to installation.TORQ Coatings is a fast-growing sales and marketing organization built around customer experience, speed, communication, and operational excellence. This role is expected to evolve as the company grows and offers strong long-term leadership opportunities for someone who proves they can lead people, improve systems, and help build infrastructure inside a rapidly scaling company.⸻CompensationBase Salary: $60,000 - $70,000On-Target Earnings (OTE): $80,000 - $95,000+Performance bonus opportunities based on team performance and company sales goalsLeadership growth opportunities within the company⸻Key ResponsibilitiesLeadership & Team DevelopmentLead and manage daily contact center operationsCoach and develop contact center representativesLead from the front by actively working on the phones alongside the teamHelp create accountability, structure, and positive team cultureAssist with hiring, onboarding, and training new team membersImprove scripts, communication standards, and follow-up processesHelp establish and maintain departmental KPIsHelp build infrastructure, processes, and operational systems as the company growsContact Center OperationsManage inbound and outbound customer communicationSchedule qualified in-home consultation appointments for the sales teamMake appointment confirmation calls to reduce cancellations and no-showsAssist with reschedules and calendar managementFollow up on unsold estimates, old leads, and rehash opportunitiesManage lead flow from calls, web forms, Facebook, Google, text, chat, and marketing campaignsHelp improve speed-to-lead and customer response timesMaintain organization inside Builder Prime and company systemsWork alongside the Director of Business Operations to improve workflows, SOPs, reporting, and operational executionCustomer ExperienceDeliver a strong first impression for every homeownerEnsure customers feel informed, cared for, and communicated with throughout the processHandle escalated customer concerns professionally and efficientlyAssist with review generation and referral opportunitiesWork closely with sales and production teams to ensure smooth customer communication and handoffReporting & KPIsMonitor and report on:Appointment set rateContact rateCancel rateSpeed-to-leadFollow-up performanceCustomer satisfactionHelp leadership identify operational improvements and growth opportunities⸻QualificationsPrevious leadership, call center, inside sales, or customer service experience preferredStrong communication and organizational skillsAbility to multitask in a fast-paced environmentPositive attitude with a willingness to learn and growComfortable leading while actively participating in daily operationsStrong problem-solving and people skillsHome service industry experience is a plusCoachable, competitive, and team-oriented mindset⸻Growth OpportunityThis role is designed for someone looking to grow into larger operational leadership opportunities over time. As TORQ Coatings expands into new markets, this position will continue to evolve with additional leadership responsibilities and opportunities for advancement.⸻About TORQ CoatingsTORQ Coatings specializes in premium concrete coating systems for garages, basements, patios, and commercial spaces. We are building a customer-first company focused on communication, speed, quality, and delivering a world-class experience from first contact to final walkthrough.If you are someone who enjoys leadership, thrives in fast-paced environments, and wants the opportunity to grow with a rapidly expanding company, we'd love to hear from you.Company DescriptionTORQ Coatings is a high-growth concrete coatings company built on strong values, elite customer service, and performance. We invest in our people, use best-in-class systems, and create clear paths for advancement in a fast-paced, team-driven environment.Company DescriptionTORQ Coatings is a high-growth concrete coatings company built on strong values, elite customer service, and performance. We invest in our people, use best-in-class systems, and create clear paths for advancement in a fast-paced, team-driven environment.