Call Center Manager Location: Troy, MI | Onsite MKD Kitchen and Bath is a 75-year-old family-owned home remodeling company specializing in cabinet refacing, countertops, and full kitchen & bath remodels across Michigan, Northern/Central Indiana, and Northern Ohio. We're growing fast—and looking for a Call Center Manager to lead our inbound and outbound appointment-setting teams. Key Responsibilities Lead day-to-day call center operations for our $12M+ in-home sales and design center divisions Manage team KPIs, ensuring the team meets or exceeds established goals for: set rate, issue rate, and demo rate Recruit, hire and train call center personnel; an immediate need to hire 3+ reps initially Align with marketing and sales teams to optimize lead flow Provide ongoing coaching, mentoring, and performance feedback to the team Monitor and analyze call center metrics and reports to identify trends, address performance gaps, and implement process improvements Review the call scripts for areas of improvement Develop and implement call center strategies to optimize efficiency, productivity, and sales Requirements 3–5 years call center leadership experience at a $10M+ company (home improvement strongly preferred) Experience managing hybrid (in-house and offshore) teams Strong coaching, reporting, and performance management skills Familiarity with marketing ROI metrics and cost per lead/issued appt analysis Experience with LeadPerfection would be a plus What is Being Offered Flexible compensation, base + bonus Full benefits PTO #J-18808-Ljbffr MKD Kitchen and Bath
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