Call Center Manager
About Refloor:
Refloor is one of the fastest-growing flooring companies in the U.S., and our mission is to Help People Succeed and Elevate. We believe in high performance, strong teams, and putting our customers first.
Position Overview:
We’re looking for a results-driven Call Center Manager to lead a team of inbound and outbound agents. You’ll oversee daily operations including appointment scheduling, confirmation, and dispatching. This role is essential to driving performance and ensuring a top-tier customer experience.
Key Responsibilities:
- Lead and coach a team of call center agents
- Manage scheduling, confirmations, and dispatching
- Monitor call quality and deliver performance feedback
- Utilize systems like Salesforce, Five9, Balto, and Podium
- Track KPIs and report performance metrics
- Work closely with sales leadership for smooth handoffs
- Develop training programs and improvement plans
- Ensure proper staffing and scheduling coverage
- Identify and implement process improvements
Requirements:
- 5+ years in a call center or inside sales leadership role
- Experience managing outbound or blended call teams
- Familiarity with CRM/dialer tools (Salesforce & Five9 preferred)
- Strong leadership, communication, and problem-solving skills
- Comfortable working in a fast-paced, performance-based environment
- Willing to work extended hours/weekends as needed
Preferred Skills:
- Leadership & team development
- KPI-focused decision-making
- Customer-first mindset
- Operational efficiency
- Tech-savvy with multi-platform tool
Why You Will LOVE Working at Refloor:
- Fun & friendly atmosphere with a casual dress code.
- Open-concept office, in a great location, with tons of natural light.
- Benefits including medical, paid vacation days & more.
- We love new ideas & want to hear yours. Always.
- Salary: 70,000- 100,000 with bonuses
Apply Today!
Join a company where your leadership makes a difference. At Refloor, your success is our priority.
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