Call Center Manager (Hands-On) – High-Volume Appointment Setting

IMPORTANT APPLICATION REQUIREMENT (READ FIRST)

Applications without an audio or video introduction will NOT be reviewed.

To be considered for this role, you must submit one of the following:

- A short video introduction or audio recording

Your recording should briefly cover:

- call center management experience

- dialing experience

- familiarity and experience with compliance

Written resumes alone will not be considered. Initial screening will be conducted using submitted audio/video introductions.

About the Role

We are seeking an experienced, hands-on Call Center Manager to lead and actively participate in a high-volume outbound appointment-setting operation. This role requires someone who can manage people, systems, and performance, while also working the dialer themselves when needed.

This is not a passive or supervisory-only role. You will be expected to lead from the front, maintain daily output, and ensure professional, compliant outbound calling practices at all times.

Key Responsibilities

Daily Operations & Leadership

- Manage daily outbound call center operations

- Set and enforce daily, weekly, and monthly performance targets

- Monitor live dialing activity and team productivity

- Actively dial when needed to:

- Set appointments

- Test scripts

- Lead by example

- Manage scheduling, coverage, attendance, and daily accountability

- Address performance and coaching needs in real time

Dialer & Platform Management

- Oversee daily use of the WAVV dialer within GoHighLevel

- Ensure campaigns are set up correctly and running efficiently

- Monitor key metrics including:

- Call volume

- Contact rates

- Appointment set rates

- Dispositions

- Troubleshoot workflow or dialing issues as they arise

Training & Coaching

- Train and onboard new callers on:

- Scripts and call flow

- Objection handling

- Appointment-setting standards

- Review call recordings and provide structured feedback

- Refine scripts and talking points to improve conversions

- Run regular team huddles and performance check-ins

Compliance & Quality Control

- Ensure outbound activity follows applicable calling regulations and internal policies

- Maintain proper call disclosures and opt-out handling

- Enforce internal do-not-call and suppression procedures

- Monitor call recordings for quality and professionalism

- Maintain accurate records related to call activity and opt-outs

Reporting & Performance Tracking

- Track and report KPIs including:

- Calls placed

- Contacts made

- Appointments set

- Show rates

- Provide clear performance summaries to ownership

- Identify trends and opportunities to improve output and quality

Required Experience & Skills

- Proven experience managing an outbound call center or appointment-setting team

- Hands-on dialing experience required

- Familiarity with high-volume outbound calling environments

- Experience using GoHighLevel and/or power or predictive dialers (WAVV preferred)

- Strong understanding of call center compliance and best practices

- Clear spoken English and strong communication skills

- Ability to lead, coach, and hold teams accountable daily

Preferred Qualifications

- Experience in solar, home services, or appointment-based sales

- Experience managing remote or offshore teams

- Strong script optimization and objection-handling skills

- Metrics-driven and process-oriented mindset

What Success Looks Like

- Consistent daily appointment output

- High team accountability and engagement

- Clean compliance practices with low complaint rates

- A motivated team that respects leadership because you’re actively involved

About our Company

Sun Up Zero Down has well over a decade of industry experience. When it comes to solar system design and installation, you won't find a better team. We provide a turn-key solution from start to finish, and offer the most competitive lease and purchase options in the state. We believe that what separates us from our competition is our impeccable customer service and ability to offer custom energy solutions that cater to our customers individual needs.

Job Type: Full-time

Pay: $40,000.00 - $60,000.00 per year

Work Location: Remote