Regional Call Center Lead

Stonegrove Roofing Partners

. Lead day-to-day call center activities across multiple partner companies .

Posted 10/23/2026full-timeRemote • United StatesSenior💰 $80,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in call center management, including training and coaching representatives, monitoring performance metrics, and ensuring compliance with communication policies. Proficient in utilizing CRM and call tracking tools to optimize appointment scheduling and customer service operations.

Highest-signal resume keywords

Call Center ManagementTraining And CoachingPerformance Metrics ManagementCRM ProficiencyAppointment-Based Sales Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call ReviewsActivity ReportsConversion MetricsObjection HandlingCustomer ServiceAppointment BookingLead ManagementCall TrackingWorkflow TroubleshootingCompliance Monitoring

Soft Skills

Phone CommunicationOrganizationProblem-Solving

Tools & Technologies

AccuLynxHatchCallRail8x8Business Phone PlatformsMessaging Platforms

Industry Keywords

RoofingHome ServicesAppointment-Based SalesCustomer CommunicationSoutheast Market

About the role

Key responsibilities & impact

Lead day-to-day call center activities across multiple partner companies
Balance staffing, call volume, and market needs
Train and coach representatives on call scripts, customer service, appointment booking, objection handling, and follow-up
Conduct call reviews and individual coaching sessions
Coordinate coverage for peak periods, after-hours inquiries, absences, and storm-related demand increases
Drive rapid response to new inquiries and oversee inbound, phone, text, and email follow-up
Manage the three-day contact cadence targeting 13 contact attempts
Help representatives qualify customer needs, confirm service areas, and schedule appointments
Coordinate appointment availability, routing, and customer expectations with local sales teams
Monitor unassigned, aging, canceled, and unscheduled leads
Maintain lead records, dispositions, appointment details, and source attribution in AccuLynx
Oversee Hatch Speed to Lead settings, follow-up campaigns, scheduling workflows, and representative adoption
Monitor call routing, ring groups, voicemail, overflow coverage, and call tracking
Troubleshoot workflow issues with Marketing, Operations, and technology partners
Ensure compliance with customer communication, consent, and opt-out policies
Review activity and results by partner company and representative
Track answer rate, answer time, speed to lead, contact rate, booking rate, appointment outcomes, call quality, call duration, and handle time
Share weekly performance updates, identify root causes, implement corrective actions, and escalate concerns

Requirements

What you’ll need

Three or more years of experience in a call center, customer service, inside sales, or appointment-setting environment
Previous experience leading, training, or coaching a team
Strong phone communication, organization, problem-solving, and customer service skills
Experience managing performance through call reviews, activity reports, and conversion metrics
Ability to support multiple locations, priorities, and local brands
Comfort working in CRM, call tracking, business phone, and messaging platforms
Roofing, home services, or other appointment-based sales experience preferred
Experience with AccuLynx, Hatch, CallRail, or 8x8 preferred
Candidate needs to live in the Southeast Market, Florida, Georgia, or Texas

Benefits

Comp & perks

Bonus potential
Comprehensive health and wellness benefits
Employer-matching 401(k)
Unlimited paid time off
Paid company holidays
Flexible and remote work opportunities for eligible positions
Professional development and career-growth opportunities
Collaborative, people-focused culture