Call Center Manager

About RestoPros
RestoPros is a professional water, fire, and mold restoration company dedicated to protecting homes and businesses from damage and disruption. We specialize in fast response, exceptional service, and customer-first restoration solutions. Our Charlotte location supports multiple franchise territories across the region, providing critical lead management and appointment coordination services for our field teams. Position Overview
RestoPros of Charlotte is seeking a dynamic, results-driven Call Center Manager to lead our inbound appointment scheduling team. This position manages customer inquiries and warm leads generated through company marketing campaigns — no cold calling required.
The ideal candidate will oversee lead distribution, team performance, and sales rep scheduling across multiple RestoPros locations. This role ensures that all customers receive quick, professional responses and that each appointment is efficiently booked to support regional operations. Key Responsibilities

• Lead, coach, and motivate the call center team to achieve daily and weekly appointment-setting goals.
• Manage all inbound leads from web forms, social media, insurance partners, and marketing channels.
• Assign and schedule leads efficiently across multiple RestoPros service areas.
• Maintain and update the sales team’s appointment calendar to maximize rep efficiency and response time.
• Monitor call performance, listen to call recordings, and conduct quality assurance coaching.
• Implement effective scripts and communication standards to enhance the customer experience.
• Track and report KPIs including contact rate, set rate, show rate, and conversion trends.
• Collaborate with the Marketing Director and Regional Sales Managers to ensure alignment between lead generation and field execution.
• Manage CRM data integrity and ensure all customer touchpoints are logged accurately.
• Recruit, train, and evaluate call center team members as the department grows.

Qualifications

• 3+ years of call center or inside sales management experience (home services, restoration, or insurance industries preferred).
• Proven ability to lead teams and improve conversion rates from inbound leads.
• Strong organizational and analytical skills with the ability to manage multiple schedules and markets simultaneously.
• Excellent communication and coaching abilities.
• CRM and call management software experience (such as HubSpot, CallRail, or Quo).
• A self-starter with strong problem-solving and multitasking capabilities.

Compensation & Benefits

• Base Salary: Competitive, based on experience
• Bonus: Performance-based bonus program tied to appointment conversion and departmental KPIs
• Benefits: Health, dental, and vision insurance; paid time off; and additional company perks
• Schedule: Full-time, Monday–Friday (occasional weekend support as needed)

Why Join RestoPros
At RestoPros of Charlotte, you’ll play a critical role in supporting our mission to help homeowners and businesses recover quickly and completely from disaster. You’ll lead a growing team that serves multiple franchise locations — making your work impact far beyond a single office. This is a leadership opportunity to shape a department and grow alongside a rapidly expanding restoration company.