Job Description

Location: Honolulu, Oahu, Hawaii

Employment Type: Full-Time, On-Site

Position Summary

We are seeking an experienced Call Center Manager to lead and oversee the daily operations of our call center located in Honolulu, Oahu. This role is ideal for a highly organized, service-driven leader with proven experience in a service-based call center environment and a strong background in inside sales and customer care.

Key Responsibilities

• Lead, coach, and supervise a team of call center representatives to deliver high-quality customer experiences and meet performance goals.
• Manage day-to-day call center operations including inbound/outbound call flow, appointment scheduling, customer inquiries, and sales follow-ups.
• Oversee hiring, onboarding, training, and development of call center staff.
• Maintain high standards of phone etiquette, professionalism, and service excellence across all communications.
• Monitor performance metrics and KPIs including response time, call handling, conversion rates, and customer satisfaction.
• Implement and maintain efficient systems and workflows keeping customer experience top of mind, using CRMs such as AccuLynx.
• Work closely with roofing operations and sales leadership to ensure alignment on scheduling, lead generation, and follow-up.
• Handle escalated customer concerns with poise and resolution-focused communication.
• Ensure consistent use of scripts, processes, and best practices to maintain quality control and compliance.
• Conduct regular performance reviews and coaching sessions with call center team members.
• All other duties as assigned.

Requirements

• Must reside on the island of Oahu and be available to work full-time in our Honolulu office.
• Minimum 3–5 years of experience managing or supervising a high-volume, service-based call center.
• Proven track record in inside sales, lead conversion, and delivering a world-class customer experience.
• Excellent communication skills—verbal, written, and interpersonal—with exceptional phone presence.
• Strong organizational and time management skills, with the ability to manage multiple priorities.
• Familiarity with CRM systems (AccuLynx preferred) and call center software platforms (such as Five9 or equivalent).
• Experience in the roofing, construction, or home services industry is a plus.
• Self-motivated, detail-oriented, and committed to continuous improvement.
• Proficient in Microsoft Office Suite and cloud-based collaboration tools.

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