Call Center Manager

About The Role

Our Call Center is a fast-paced, high-volume phone sales environment—and an important part of how Express Flooring grows. The team connects with homeowners who are interested in new flooring, qualifies their needs, and schedules appointments for our Design Consultants.

As Call Center Manager, you’ll lead and develop the Scheduling Specialists having those conversations every day. This is a hands-on role—you’ll be on the floor with the team, coaching sales skills, setting clear expectations, communicating goals, and keeping energy up. You’ll balance people leadership with process management, using performance data to understand what’s working, where the team needs support, and how to continue improving results.

We’re looking for someone who knows how to get the best from their team, can turn sales experience into effective coaching, and is comfortable using metrics to make informed decisions.

Job Type: Full-Time
Work Arrangement: In-Person
Compensation: $75,000-$85,000 annually
Location: Tempe, AZ

What You’ll Do

• Lead, coach, and develop a team of Scheduling Specialists to improve sales performance, productivity, and appointment quality
• Set clear expectations and hold team members accountable for individual and team results
• Evaluate performance, identify coaching opportunities, and create individualized development plans
• Monitor key call center metrics to identify trends, performance gaps, and opportunities for improvement
• Lead training sessions and ongoing coaching to strengthen sales techniques, customer conversations, and process knowledge
• Serve as a subject-matter expert on company services, systems, and scheduling processes
• Partner with call center leaders to maintain consistent coaching practices and align the team with company goals
• Foster a culture of accountability, collaboration, continuous learning, and recognition
• Step in as a point of escalation for complex customer situations and support the team in reaching effective resolutions
• Ensure the team consistently follows company procedures, quality standards, and customer-service expectations

What You’ll Bring

• Experience leading and coaching teams in call center operations, phone-based sales, or a related performance-driven environment
• A solid understanding of call center operations, sales performance metrics, and coaching practices
• The ability to interpret performance data and turn insights into clear action plans
• Clear, confident written and verbal communication skills
• Strong organizational skills with the ability to balance priorities and meet deadlines
• A leadership style that combines support, direct feedback, and accountability
• Comfort learning and working across call center systems and other technology platforms
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint
• Flexibility to work evenings and weekends based on business needs

Why People Love Working Here

• Build Something Great: Join a growing company where your work is visible, your ideas matter, and you can make a meaningful impact on what we build next.
• Our Values: We’re Problem Solvers, Likable, Ambitious, and Caring — values that shape how we work, lead, and support one another.
• An Award-Winning Workplace: We’re proud to be recognized as a Top Workplace, reflecting the culture, collaboration, and people behind our continued growth.

Benefits & Perks

• Comprehensive medical, dental, and vision plan options
• Free virtual healthcare for employees and family members
• Health Savings Account (with HDHP enrollment)
• Health & dependent care flexible spending accounts
• Company-paid basic life insurance
• Voluntary supplemental life insurance
• Company-paid short-term disability insurance
• Voluntary long-term disability
• Company-paid Accident and Hospital Indemnity
• Free Bereavement and Life Planning Support for employees and family members
• 401(k) with company match (Pre-tax & Roth options)
• Paid PTO, bereavement leave, and maternity leave
• 7 company-paid holidays
• Employee Assistance Program (EAP)