Who is Southern NationalSouthern National is a premier roofing contractor, dedicated to setting new industry standards through innovation, technology, and exceptional service. Our mission is to deliver unique and memorable experiences to all we encounter while elevating the benchmark for roofing replacement.Job SummaryThe Manager of Contact Center & Inside Sales is responsible for leading Southern National's centralized lead management, appointment setting, dispatching, rehash, and inside sales functions. This role owns the customer journey from initial inquiry through appointment confirmation, ensuring high contact rates, quality appointments, and efficient lead conversion. This role also leads Southern National's unique hiring efforts that help staff the canvassing team. The Manager will build and optimize contact center operations, develop inside recruiting efforts, and partner closely with Marketing and Field Sales to maximize the ROI on Southern National's lead generation investments.General ResponsibilitiesContact Center OperationsBuild and lead a high-performing contact center team that handles inbound and outbound lead managementDevelop and optimize call scripts, lead qualification criteria, and appointment setting processesImplement workforce management strategies to ensure adequate coverage during peak call timesMonitor and improve key metrics: contact rate, speed-to-lead, appointment set rate, and appointment qualityManage telephony systems, dialer technology, and CRM integrations to maximize efficiencyProvide overflow support coordination across all markets during high-volume periodsInside Sales DevelopmentOptimize and scale the process to recruit and hire canvassers and support field sales effortsCreate lead scoring and routing logic to direct leads to the appropriate sales channel (inside vs. field)Research and implement AI driven capabilities for texting, emailing, and calling customersDevelop re-engagement campaigns for aged leads, cancelled appointments, and unsold estimatesCross-Functional PartnershipPartner with Marketing to optimize lead flow, campaign performance,



and lead source ROIWork with Field Sales leadership to ensure appointment quality meets expectations and minimizes no-showsCollaborate with Operations on scheduling optimization and capacity alignmentCoordinate with Regional GMs and market leaders on local lead management needsProvide feedback loop to Marketing on lead quality by source, campaign, and channelTeam Development & Performance ManagementRecruit, hire, and develop contact center talentCreate training and onboarding programs for new representativesImplement quality assurance programs including call monitoring, coaching, and performance scorecardsDesign compensation and incentive structures that drive desired behaviors and outcomesFoster a positive, high-energy culture that minimizes turnover and maximizes engagementOther duties as assignedPreferred QualificationsExperience in home services, construction, or appointment-based sales industriesBackground with multi-location companies requiring centralized lead managementFamiliarity with speed-to-lead best practices and lead lifecycle managementKnowledge of workforce management software and contact center analytics platformsSalary DescriptionTotal compensation between Salary, Bonus and Commission will be based on experience; The range is $80,000 to$125,000 per year. This is a full-time on-site position with full advantages including health, dental, vision and 401(k).Please note that remote employment will not be considered for this role and that this position requires being in-office Monday through Friday. In addition, supervision of the team during weekend operations will occasionally require Saturday visits to check on your team.Southern National's MissionContractors have a bad rep – and let's be honest, many disreputable contractors over the decades have earned it. Southern National's mission is to be the Roofing organization of choice and to improve the industry standard. We set the bar high to raise the benchmark.Southern National's Vision StatementOperational excellence via technology and a relentless focus on KPIs. Basically,



everyone should do their best work to make sure operations run smoothly; we utilize technology to help when possible and we will gauge our success by tracking key performance indicators.Southern National's ValuesAt Southern National we believe in doing the right thing no matter what. Part of being Southern National means owning up to mistakes, being honest and turning away a potential lucrative sale when we know we cannot deliver a desired service. It also means setting up our employees for successMinimum QualificationsBachelor's degree and or an equivalent combination of education/experience required3+ years of experience in contact center operations, inside sales, and lead management5+ years in a leadership role managing high performing teams of 15+ representativesProven track record of improving contact rates, conversion rates, and lead-to-sale metricsExperience with CRM systems (Improveit 360 preferred) dialers, and contact center technologyStrong analytical skills with ability to use data to drive operational decisionsExcellent leadership and coaching skills; ability to motivate anddevelop teamsExperience building processes, scripts, and playbooks from scratch or significantly improving existing onesAbility to problem‐solving and use critical thinkingStrong organization and multitasking skillsAbility to handle conflict in a professional and courteous mannerExcellent verbal, electronic, and written communication, and customer service skillsWork with peers and all departments for the common goals of the organizationReliable in meeting work commitmentsMust be flexible and adapt to most any situationAbility to utilize technology devices, software and application, previous experience with Microsoft Office Suites and basic computer skills requiredAbility to work onsite in Charlotte NCAbility to travel up to 10% to Southern National field officesCompetitive compensation: $80,000 – $125,000 (salary + bonus + commission)Medical, dental, and vision insurance401(k) retirement planFull-time, stable leadership roleOpportunity to build and lead a high-performing contact center teamWork with advanced CRM, dialer, and AI automation toolsDirect impact on lead generation performance and sales growth #J-18808-Ljbffr

📌 Call Center Manager (Fredericton)
🏢 Southern National Roofing
📍 Fredericton