Call Center Manager

Occidental Roofing is engineering the future of roofing. We’re not a traditional contractor—we’re a family-owned, engineering-led company building the next generation of the roofing industry.

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Our vision is bold: to establish Occidental Roofing as the national benchmark for trust, leadership, and modern professionalism by integrating qualified talent, technical innovation, and operational excellence.

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Our mission is simple: to deliver peace of mind at scale through unrivaled roofing solutions that protect homes, businesses, and communities.

We’re assembling a team of builders, thinkers, and doers—disciplined, mission-driven professionals ready to create something world-class. We value expertise. We reward results. We demand continuous improvement.

At Occidental Roofing, we work on problems with real-world, long-term impact. And we believe compensation should match that impact: meritocratic, transparent, and designed to reward the skills, ownership, and excellence you bring.

The Opportunity

We are looking for an experienced and results-driven Call Center Manager to build and lead our call center operation from the ground up. This is a rare opportunity to create systems, assemble a high-performance team, and establish an operation that directly drives revenue growth and customer trust. The role focuses on two critical objectives:

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Generating high-quality leads to drive our sales pipeline.

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Delivering exceptional customer support to enhance satisfaction and retention.

If you have the expertise to build and scale a world-class call center, we want to hear from you.

Key Responsibilities

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Build and Optimize Operations

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Design and implement a high-performing outbound call center operation, including processes, tools, and team structure.

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Drive Results

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Develop and execute strategies, scripts, and processes for lead generation and appointment scheduling.

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Enhance Customer Support

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Ensure excellence in every customer interaction through professional handling and timely resolution.

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Lead Team Development

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Build, train, and motivate a team of skilled representatives focused on achieving both lead generation and customer satisfaction KPIs.

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Performance Management

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Establish and track KPIs for call quality, lead conversion rates, appointment scheduling, and resolution times.

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Systems Optimization

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Create and refine workflows, scripts, and reporting tools to ensure consistency and efficiency.

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Cross-Departmental Collaboration

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Work closely with the sales, operations, and leadership teams to align call center objectives with business goals.

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Analytics & Reporting

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Analyze call center data and provide actionable insights for continuous improvement.

Qualifications

Required

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Bachelor’s degree in Sales, Marketing, or a related field with demonstrated sales exposure that showcases growth and the ability to learn sales systems.

OR

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3+ years of experience in sales (cold calling or customer support).

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2+ years of experience managing a call center or inside sales/customer service team.

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Proven track record in developing lead generation strategies with measurable results.

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Strong leadership experience in hiring, training, and team motivation.

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Demonstrated success in customer support operations.

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Proficiency with call center software and CRMs (e.g., Salesforce, HubSpot, or similar tools).

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Expert in KPI tracking, analysis, and performance improvement.

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Outstanding communication and problem-solving abilities.

Preferred

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Experience in roofing, construction, or trade-based industries.

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Bilingual in English and Spanish.

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Experience in lead scoring and inside sales workflows.

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Advanced data analysis skills.

Why Join Us

Competitive Compensation Structure

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$80,000 - $110,000 OTE (mix of base salary and performance bonuses).

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Bonuses tied to lead generation, customer satisfaction, and team performance.

Comprehensive Benefits Package

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Healthcare coverage.

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401(k) plan.

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Paid time off (PTO).

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Company expense card.

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Professional development opportunities.

Location and Work Schedule

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Location: Based at our headquarters in Tempe or Tucson.

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Work Schedule: Full-time with flexibility to optimize team performance.

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Significant autonomy in designing and executing strategies.

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Modest office environment with state-of-the-art call center technologies.

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Collaborative workspace promoting team engagement and performance.