Call Center Operations Manager Home Services Appointment Setting

Call Center Operations Manager Home Services Appointment Setting

Location: Agoura Hills, CA

Schedule: Full-Time. Monday-Friday.

Duties:

1. Manage day-to-day operations of an offshore SDR team (starting at a few, scaling to 10+).
2. Coach SDRs daily pitch refinement, objection handling, tone, qualification discipline.
3. Listen to calls, review recordings, and pinpoint exactly where drop-offs happen in the funnel
4. Own the lead-to-appointment conversion rate as your north-star metric.
5. Work closely with our lead generation team to identify which traffic sources convert best and where we're getting the highest ROI.
6. Build, test, and refine scripts, qualification rubrics, and rebuttal frameworks.
7. Track and report on KPIs: contact rate, conversion rate, appointments per SDR per day, show-up rate, appointment quality scores.
8. Travel periodically to meet the team in person, run training sessions, and build culture.
9. Help shape SOPs, hiring profiles, and ramp plans as we scale.

Requirements:

1. Experience running or managing a call center, SDR team, or appointment setting operation home improvement or home services experience is a major plus.
2. Deeply understand what makes a high-converting pitch in home services and what separates a great appointment from a junk one.
3. Highly analytical comfortable living in spreadsheets, dashboards, and call data; can spot patterns and translate them into coaching points.
4. Strong coach and communicator energizes a team, gives clear feedback, raises the bar without burning people out.
5. Spanish speaking is a strong plus.
6. Growth mindset, high ownership, willing to roll up sleeves this is a build, not a maintain.
7. Hungry, ambitious, and excited about building something from the ground up with real upside as we scale.

Compensation: $6,000 per month with bonuses and growth potential.

If interested, please email resume to: ...