Call Center Manager

About The Role

Our Call Center is a fast-paced, high-volume phone sales environment—and an important part of how Express Flooring grows. The team connects with homeowners who are interested in new flooring, qualifies their needs, and schedules appointments for our Design Consultants.

As

Call Center Manager

, you’ll lead and develop the Scheduling Specialists having those conversations every day. This is a hands-on role—you’ll be on the floor with the team, coaching sales skills, setting clear expectations, communicating goals, and keeping energy up. You’ll balance people leadership with process management, using performance data to understand what’s working, where the team needs support, and how to continue improving results.

We’re looking for someone who knows how to get the best from their team, can turn sales experience into effective coaching, and is comfortable using metrics to make informed decisions.

Job Type

Full-Time

Work Arrangement

In-Person

Compensation

$75,000-$85,000 base salary + bonus

Schedule

Monday-Friday 6:00am-2:30pm or 7:00am-3:30pm

Location

Tempe, AZ

What You’ll Do

Lead, coach, and develop a team of Scheduling Specialists to improve sales performance, productivity, and appointment quality

Set clear expectations and hold team members accountable for individual and team results

Evaluate performance, identify coaching opportunities, and create individualized development plans

Monitor key call center metrics to identify trends, performance gaps, and opportunities for improvement

Lead training sessions and ongoing coaching to strengthen sales techniques, customer conversations, and process knowledge

Serve as a subject-matter expert on company services, systems, and scheduling processes

Partner with call center leaders to maintain consistent coaching practices and align the team with company goals

Foster a culture of accountability, collaboration, continuous learning, and recognition

Step in as a point of escalation for complex customer situations and support the team in reaching effective resolutions

Ensure the team consistently follows company procedures, quality standards, and customer-service expectations

What You’ll Bring

Experience leading and coaching teams in call center operations, phone-based sales, or a related performance-driven environment

A solid understanding of call center operations, sales performance metrics, and coaching practices

The ability to interpret performance data and turn insights into clear action plans

Clear, confident written and verbal communication skills

Strong organizational skills with the ability to balance priorities and meet deadlines

A leadership style that combines support, direct feedback, and accountability

Comfort learning and working across call center systems and other technology platforms

Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint

Flexibility to work evenings and weekends based on business needs

Why People Love Working Here

Build Something Great

Join a growing company where your work is visible, your ideas matter, and you can make a meaningful impact on what we build next.

Our Values

We’re Problem Solvers, Likable, Ambitious, and Caring — values that shape how we work, lead, and support one another.

An Award-Winning Workplace

We’re proud to be recognized as a Top Workplace, reflecting the culture, collaboration, and people behind our continued growth.

Benefits & Perks

Comprehensive medical, dental, and vision plan options

Free virtual healthcare for employees and family members

Health Savings Account (with HDHP enrollment)

Health & dependent care flexible spending accounts

Company-paid basic life insurance

Voluntary supplemental life insurance

Company-paid short-term disability insurance

Voluntary long-term disability

Company-paid Accident and Hospital Indemnity

Free Bereavement and Life Planning Support for employees and family members

401(k) with company match (Pre-tax & Roth options)

Paid PTO, bereavement leave, and maternity leave

7 company-paid holidays

Employee Assistance Program (EAP)

Full compensation packages are based on candidate experience and relevant certifications.

Compensation Range

• $75,000
• —
• $85,000 USD

About Us

Express Flooring, a leading provider of residential and commercial flooring solutions in multiple states, is seeking highly spirited and dedicated professionals to join our team in various positions. Our mission is to deliver a superior floor covering experience to our customers by offering top-quality products, professional installation, and unparalleled customer service.

As a rapidly expanding company, we are always looking for ambitious individuals who are not just looking for a job, but a rewarding career. We value problem solvers who are passionate about finding innovative solutions to challenges. At Express Flooring, we care deeply about our employees and strive to provide unlimited potential for growth, job security, highly competitive earnings, and comprehensive benefits packages for our full-time employees

Express Flooring is committed to a diverse and inclusive workplace. Express Flooring is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.