Call Center Manager

Hiring company: JNicoleT, LLC Source: LinkedIn Jamaica Remote Call Center Success Manager New York Solar Program | Fully Remote The New York Solar Program seeks a proactive, organized, results-driven Call Center Manager to lead our remote team and strengthen daily operations. Internally, this position serves as our Success Manager, helping our ambassadors succeed, keeping the homeowner experience running smoothly, and ensuring important tasks are followed through to completion. This hands-on leadership role includes team management, training, quality assurance, customer support, reporting, and operational improvement. You should be comfortable moving between coaching an ambassador, resolving a homeowner concern, reviewing performance data, and improving a process. What You’ll Do Lead and develop the team • Manage the daily performance, attendance, schedules, and accountability of our remote solar ambassadors and support staff. • Conduct team meetings, individual coaching, call reviews, and performance discussions. • Help employees improve their communication, appointment setting, follow-up, and homeowner support skills. • Identify performance challenges early and implement clear improvement plans. Keep daily operations running smoothly • Oversee appointment setting, follow-ups, and coordination between team members. • Ensure homeowner information, call notes, tasks, and pipeline stages are accurate and current in our CRM. • Address escalations and operational issues promptly, coordinating with leadership and relevant partners when needed. • Track outstanding items and ensure responsibilities are completed without repeated reminders. Support hiring and training • Work with our recruiter and leadership to identify staffing needs and evaluate candidates. • Coordinate onboarding and help new hires become confident, productive team members. • Update training materials, scripts, checklists, and standard operating procedures when needed. • Reinforce program knowledge, professional communication, and company expectations. Measure and improve results • Monitor team activity, appointment quality, confirmation rates, completed assessments, and other agreed performance measures. • Provide leadership with concise reports explaining results, challenges, and recommended actions. • Identify gaps in workflows and implement practical improvements. • Support projects involving CRM workflows, communication tools, and other systems used by the team. What We’re Looking For • At least three years of call center, contact center, or related experience, including two years leading a team. • Experience managing outbound appointment setting, sales, or lead generation teams. • Strong spoken and written English and confidence communicating with U.S. homeowners. • Demonstrated ability to coach employees, manage performance, and address difficult conversations professionally. • Strong organizational skills and the ability to prioritize competing needs. • Confidence using CRM systems, spreadsheets, reports, and remote collaboration tools. • A record of taking ownership, solving problems independently, and following tasks through to completion. • Reliable internet, a professional home workspace, and availability during agreed U.S. Eastern Time business hours. • Experience with GoHighLevel, solar, home services, energy efficiency programs, or managing remote teams is preferred. What Success Looks Like Your team understands expectations, receives useful coaching, and consistently follows through. Homeowners receive timely, professional communication. Records and reports are reliable, operational issues are addressed quickly, and leadership can depend on you to keep daily work moving.