Call Center Manager

Summary

Join City Wide Franchise as a Call Center Manager to lead a high-performing outbound contact center. You will build and manage a team, develop outbound strategies, and leverage technology and AI to optimize performance. The role requires expertise in contact center technology, data analytics, and workforce optimization. This position offers the flexibility of being onsite in Lenexa, KS or fully remote. You will be responsible for driving outbound performance, ensuring operational excellence, and creating an outstanding customer experience. City Wide offers a competitive compensation and benefits package.

Requirements

• Bachelor’s degree in Business, Marketing, Operations, or related field
• 5+ years in call center management with a strong focus on outbound sales or appointment setting
• Hands-on experience managing contact center technology, including predictive dialers, CRM platforms (e.g., Salesforce, HubSpot), VoIP systems, and workforce management tools
• Proven success in driving outbound performance through data-driven decision-making and process automation
• Deep understanding of compliance requirements related to outbound calling and telemarketing
• If remote, candidate travel to Support Center on a monthly basis

Responsibilities

• Build, manage, and continuously improve an outbound contact center focused on appointment setting for sales teams and business development
• Develop outbound calling strategies, campaigns, and scripts to optimize contact rates, conversions, and pipeline growth
• Oversee daily outbound operations, ensuring teams meet and exceed KPIs related to dials, connects, appointments booked, show rates, and lead quality
• Collaborate closely with sales and marketing leadership to align outbound strategies with target audiences, messaging, and goals
• Design incentive programs that drive performance and maintain motivation in a high-volume outbound environment
• Implement and optimize contact center technology stacks, including auto-dialers, predictive dialers, CRM integrations, and workflow automation
• Utilize AI-driven tools such as conversation intelligence, speech analytics, and lead scoring to improve contact strategies and coaching
• Drive adoption of omnichannel outreach (phone, SMS, email, chat) to enhance outbound effectiveness
• Partner with IT and vendors to manage platform functionality, integrations, troubleshooting, and continuous improvement
• Monitor real-time dashboards and analytics to manage metrics such as connect rates, appointment set rates, call-to-conversion ratios, and revenue impact
• Use data to forecast outbound capacity, optimize dialing strategies, and refine calling lists based on engagement patterns
• Generate actionable insights from campaign performance to continuously refine targeting, scripting, and agent coaching
• Streamline processes to reduce friction in outbound workflows, leveraging technology, automation, and best practices
• Implement continuous improvement initiatives using methodologies like Lean, Six Sigma, or Agile
• Oversee workforce management, including staffing models, scheduling, and productivity optimization
• Lead, coach, and develop a team of supervisors and outbound agents, focusing on skill-building for persuasive communication and consultative selling
• Deploy call monitoring, conversation analytics, and quality assurance programs to ensure high standards of professionalism and effectiveness
• Ensure compliance with TCPA, DNC, GDPR, CCPA, and other telecommunication regulations
• Maintain data security protocols in line with industry standards and company policies

Preferred Qualifications

• Experience deploying AI-driven solutions (e.g., conversation intelligence, lead scoring, chatbots)
• Background in sales development, inside sales, or pipeline generation roles
• Certifications in relevant technologies (e.g., Genesys, Five9, Salesforce Service/Revenue Cloud) or methodologies (Six Sigma, PMP, Agile)

Benefits

• Medical, dental, vision, employer paid life insurance and a 401(K) employer match
• Competitive salary, including commission and bonus
• Comprehensive benefits package to include medical, dental, vision and PTO