Call Center Manager

About Cupcake Home Improvements

Cupcake is a fast-growing Austin home improvement company. We sell and install windows, siding, roofing, doors and gutters across Central Texas. Our appointments come from our door-to-door Brand Ambassador team, purchased and online leads, referrals and returning customers. The call center keeps all of that running: every appointment our sales team runs is confirmed, rescheduled or rescued by this team.

The role

We're looking for a hands-on Call Center Manager to lead our Customer Experience team. You'll own the phones, the calendar and the numbers. That means making sure every lead gets a fast call and every appointment is confirmed with the right people in the room. It also means bringing back homeowners who weren't ready the first time. You'll lead a small team, work the phones yourself when it's busy, and report on results every week.

What you'll do

• Lead, coach and schedule a team of Customer Experience Agents: hiring, onboarding, daily huddles, call reviews and performance management.
• Own appointment confirmation: make sure each day's appointments are confirmed, rescheduled or replaced before the sales team heads out, including Saturdays.
• Make sure both decision-makers will be at the appointment. Coach agents to confirm every homeowner who needs to be there, not just the one who answered.
• Drive speed-to-lead on inbound and purchased leads, and hold the team to our response-time standards.
• Run re-engagement: follow-up campaigns that turn past leads and unsold estimates into new appointments.
• Handle cancellations and saves: find out why appointments cancel and win back the ones we can.
• Work closely with the door-to-door team leads, sales management and production so customers hear one consistent story from first call to install.
• Track and report weekly on confirmation rate, appointments issued, show/sit rate, response time and re-engagement wins, and take action when a number slips.
• Keep our CRM clean and accurate: correct statuses, dispositions and lead sources on every record.
• Write and improve scripts, call flows and team procedures.

What you bring

• 2+ years leading a call center, inside sales, or appointment-setting team, ideally in home improvement, home services or another in-home sales business.
• Comfortable managing to numbers: confirmation rate, show rate, speed-to-lead and conversion.
• Strong phone presence; you'll jump on calls and model what good sounds like.
• Experience with a CRM and a cloud phone system. JobNimbus and Five9 are a plus.
• Organized, accountable and calm when the calendar changes at 7 AM.
• Able to work in our North Austin office, including some Saturday mornings.

Nice to have

• Experience with purchased-lead programs (e.g., Modernize) or door-to-door marketing teams.
• Experience building commission or incentive plans for agents.
• Bilingual English/Spanish.

Pay: Up to $75,000.00 per year

Work Location: In person