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Call Center Manager

Refloor • Troy, MI, United States • 8h ago

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
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

Benefits
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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