Occidental Roofing is engineering the future of roofing. We’re not a traditional contractor—we’re a family-owned, engineering-led company building the next generation of the roofing industry. • Our vision is bold: to establish Occidental Roofing as the national benchmark for trust, leadership, and modern professionalism by integrating qualified talent, technical innovation, and operational excellence. • Our mission is simple: to deliver peace of mind at scale through unrivaled roofing solutions that protect homes, businesses, and communities. We’re assembling a team of builders, thinkers, and doers—disciplined, mission-driven professionals ready to create something world-class. We value expertise. We reward results. We demand continuous improvement. At Occidental Roofing, we work on problems with real-world, long-term impact. And we believe compensation should match that impact: meritocratic, transparent, and designed to reward the skills, ownership, and excellence you bring. The Opportunity We are looking for an experienced and results-driven Call Center Manager to build and lead our call center operation from the ground up. This is a rare opportunity to create systems, assemble a high-performance team, and establish an operation that directly drives revenue growth and customer trust. The role focuses on two critical objectives: • Generating high-quality leads to drive our sales pipeline. • Delivering exceptional customer support to enhance satisfaction and retention. If you have the expertise to build and scale a world-class call center, we want to hear from you. Key Responsibilities • Build and Optimize Operations • • Design and implement a high-performing outbound call center operation, including processes, tools, and team structure. • Drive Results • • Develop and execute strategies, scripts, and processes for lead generation and appointment scheduling. • Enhance Customer Support • • Ensure excellence in every customer interaction through professional handling and timely resolution. • Lead Team Development • • Build, train, and motivate a team of skilled representatives focused on achieving both lead generation and customer satisfaction KPIs. • Performance Management • • Establish and track KPIs for call quality, lead conversion rates, appointment scheduling, and resolution times. • Systems Optimization • • Create and refine workflows, scripts, and reporting tools to ensure consistency and efficiency. • Cross-Departmental Collaboration • • Work closely with the sales, operations, and leadership teams to align call center objectives with business goals. • Analytics & Reporting • • Analyze call center data and provide actionable insights for continuous improvement. Qualifications Required • Bachelor’s degree in Sales, Marketing, or a related field with demonstrated sales exposure that showcases growth and the ability to learn sales systems. OR • 3+ years of experience in sales (cold calling or customer support). • 2+ years of experience managing a call center or inside sales/customer service team. • Proven track record in developing lead generation strategies with measurable results. • Strong leadership experience in hiring, training, and team motivation. • Demonstrated success in customer support operations. • Proficiency with call center software and CRMs (e.g., Salesforce, HubSpot, or similar tools). • Expert in KPI tracking, analysis, and performance improvement. • Outstanding communication and problem-solving abilities. Preferred • Experience in roofing, construction, or trade-based industries. • Bilingual in English and Spanish. • Experience in lead scoring and inside sales workflows. • Advanced data analysis skills. Why Join Us Competitive Compensation Structure • $80,000 - $110,000 OTE (mix of base salary and performance bonuses). • Bonuses tied to lead generation, customer satisfaction, and team performance. Comprehensive Benefits Package • Healthcare coverage. • 401(k) plan. • Paid time off (PTO). • Company expense card. • Professional development opportunities. Location and Work Schedule • Location: Based at our headquarters in Tempe or Tucson. • Work Schedule: Full-time with flexibility to optimize team performance. • Significant autonomy in designing and executing strategies. • Modest office environment with state-of-the-art call center technologies. • Collaborative workspace promoting team engagement and performance.