Call Center Manager/Appointment Setting Lead

Location: Lombard, IL

Compensation: $75,000–$90,000 OTE

Job Type: Full-Time, Onsite

Industry: Floor Coatings / Concrete Coatings

THIS ROLE IS ABOUT ONE THING

Turning every lead into a booked appointment. Period.

TORQ Coatings is scaling fast, and the call center is the front door of our business. This role owns that front door.

You will lead the charge on speed to lead, appointment booking, and delivering an energetic first impression that sets the tone for the entire customer experience. This is a hands-on, player-coach role. You will manage a small team, jump on calls yourself, coach in real time, and drive results.

Work alongside AI-powered tools to move faster while delivering a high-touch, human customer experience every time.

If you bring energy, urgency, and love winning, keep reading.

WHY THIS ROLE MATTERS

Every lead we generate costs money.

Every missed call is lost opportunity.

Every delayed callback is a competitor getting the job.

This role exists to make sure that never happens.

What Makes This Opportunity Exciting

High-impact, revenue-driving position

Direct ownership of appointment volume and conversion

Lead and coach a growing team of 2–3 appointment setters

Fast-paced, sales-driven environment

Clear growth path as TORQ expands nationally

Ability to influence scripts, systems, and technology from day one

WHAT YOU’LL BE DOING DAILY

📞 Appointment Booking & Speed to Lead

Ensure every inbound lead is contacted immediately

Enforce aggressive speed-to-lead standards across phone, text, and follow-ups

Personally handle calls during peak times and overflow

Turn inbound interest into booked, qualified appointments across the country

🧠 Team Leadership & Coaching

Manage, motivate, and develop a team of 2–3 reps

Coach urgency, tone, confidence, and objection handling

Review calls daily and deliver clear, actionable feedback

Lead by example by working calls alongside the team

🎯 Front-End Customer Experience

Own the first impression of TORQ Coatings nationwide

Deliver a confident, energetic, and professional customer experience

Control call scripts, booking standards, and appointment quality

Make it easy and exciting for customers to say yes

⚙️ Process, Metrics & Optimization

Track speed to lead, answer rate, booking rate, and show rate

Build and refine call flows, scripts, and follow-up sequences

Coordinate with sales and operations to align calendars and capacity

Use AI tools, CRM systems, and automation to increase speed and consistency

WHO THIS ROLE IS FOR

You are:

High-energy and competitive

Comfortable on the phone and leading from the front

Coachable, driven, and hungry to grow

Obsessed with execution, urgency, and results

Someone who hates wasted leads

This is not a passive management role.

This is a leadership seat for someone who wants ownership.

OUR CORE VALUES — T.O.U.G.H.

TENACITY

Don’t quit. Figure it out. Push through challenges.

OWNERSHIP

Own it from start to finish. Results matter.

UNITY

Win together. No silos. No lone wolves.

GROWTH

Stay coachable. Open to feedback. Always improving.

HEART

Serve customers and teammates with care and respect.

REQUIREMENTS

1+ year experience in a call center, inside sales, or appointment-setting environment

Experience managing or mentoring a small team

Proven success booking appointments or driving conversions

Strong communication skills and leadership presence

Tech-savvy and open to AI and automation tools

Able to work onsite in Lombard, IL