Call Center Manager

Call Center Manager – Home Improvement Industry

Position: Call Center Manager

Middle River, Maryland

Full-Time

$20/hour + Weekly and Monthly Bonuses Based on KPIs

About Us:

At Legacy Design and Remodeling, we specialize in delivering premium home improvement services—from roofing and siding to remodeling and more. We believe that strong communication, prompt service, and client satisfaction start at the first phone call. That’s where you come in.

We’re looking for a proactive and detail-oriented Call Center Manager to lead our internal calling team, keep our sales pipeline full, and drive accountability from lead to appointment.

What You’ll Do:

Ensure daily call volume (“room hits”) goals are consistently met

Monitor the dialer and pipeline each morning to maximize call effectiveness

Confirm all appointments with homeowners and issue them to the correct Sales Rep

Manage call center schedules to ensure peak times are fully staffed

Send out daily reports showing lead source performance and team efficiencies

Create and send weekly ROI reports on each lead source for sales and marketing review

Track and improve set rates by lead source to meet or exceed targets

Key Performance Bonus Structure:

In addition to your base pay, you’ll be eligible for:

Weekly Bonus: Based on overall team call volume and appointment confirmations

Monthly Bonus: For hitting target set rates within 5% of the goal per lead source

We’re Looking For Someone Who:

Has 2+ years of experience in a call center management or lead generation role

Is comfortable using CRMs, dialers, and data reporting tools

Brings strong leadership, organization, and communication skills

Has experience (or passion) in the home improvement or construction space

Thrives in a fast-paced, numbers-driven environment

What We Offer:

$20/hour base pay

Weekly and monthly performance bonuses

PTO and paid holidays

Supportive team culture

Growth opportunities within the company

If you're ready to make a measurable impact and grow with a team that values results and accountability, apply now.

Call and ask for Adrian at (443)267-7601 and email your resume.