Cold Calling Center Manager

Location: Remote in Latin America (Requirement to work US Pacific Time hours)

Overview:
Our client, a dynamic and growing construction and home renovation company based in Seattle, is seeking an experienced Cold Calling Center Manager to oversee and lead a remote team of remote cold-calling agents. The role requires a skilled professional with a strong background in call center management, coaching, and performance optimization. The ideal candidate will excel at creating a high-energy, results-driven environment to support business growth and consistently meet outreach targets. It is ideal if this call center manager has worked within real estate or home services industries. 

Key Responsibilities:

• Call Center Management: Oversee daily operations of a remote cold-calling team to ensure all productivity and performance metrics are consistently met.

• Coaching & Development: Provide training, mentorship, and feedback to agents to enhance their cold-calling skills, communication, and customer interaction.

• Performance Monitoring: Track and analyze key performance indicators (KPIs), implementing strategies to improve outcomes and maintain a high standard of quality.

• Process Improvement: Identify opportunities to streamline workflows and enhance call center efficiency, incorporating best practices and feedback from the team.

• Quality Assurance: Conduct regular call reviews to ensure adherence to scripts, company standards, and compliance guidelines.

• Recruitment & Onboarding: Support in recruiting and onboarding new team members as needed, ensuring a seamless integration into the team.

• Remote Team Collaboration: Foster a positive and cohesive remote working environment with agents located abroad, promoting effective communication and teamwork.

Qualifications:

• Minimum of 3-5 years of experience managing a call center team, ideally in a cold-calling or sales-focused environment.

• Proven ability to coach and mentor a team, enhancing skills and driving measurable improvements in performance.

• Strong analytical skills with experience in tracking and optimizing call center KPIs.

• Fluent English communication skills, both written and verbal, to effectively manage and support a remote team.

• Experience working with remote teams across different time zones is a plus.

• Ability to work US Pacific Time hours.