Call Center Leader / Manager

About Company

You will be working with one of the leading US-based boutique digital marketing agencies in their niche, focused on medical spas. 

The generate leads for their clients via their media planning department, run a done-for-you call center that acts as their front desk calling hot leads, educating them on treatments, and booking final appointments.

They are 100% remote, with team members across South Africa, the Philippines, Latin America, and beyond. 

Currently, one of the key company goals is to stabilise the call center.

The Role:

We're looking for a hands-on Call Center Leader / Manager to take over a small, international team (currently ~13 to 15 agents), rebuild and strengthen the department:

Fix the structure; Raise standards; Rebuild training and QA; Improve conversion and show rates; And set the function up to scale again.

This is not a sit in meetings and talk strategy role. It's for someone who:
Knows call centers inside-out; Is willing to get into the weeds (QA, training, scripts, schedules, tough conversations), and wants the upside of turning around a messy, high-potential operation.

If you do this well, there is a clear path to Director-level role; A seat at the leadership table, and Potential profit sharing in the future (as with other leaders).

What You'll Be Responsible For

1. Team Leadership & Performance

• Lead, coach, and support ~11 to 15 remote, international agents (appointment-setting / inside sales).
• Run daily standups, huddles, and regular 1:1s set expectations, give feedback, and keep the team aligned.
• Reset the culture: clear schedules, shift patterns, attendance expectations, and performance standards.
• Identify under-performers, coach first, then make tough calls when needed.

2. Daily Operations & Scheduling

• Own queue management, staffing, and coverage for different time zones.
• Ensure the team always have the right people on the right shifts (morning & afternoon) to cover lead volume.
• Jump on the phones when absolutely necessary (e.g. outages, crises, staffing gaps) lead from the front when the team needs you.

3. Training, QA & Call Quality

• Build (or rebuild) the training program: onboarding, product/treatment knowledge, objection handling, and deposit-taking.
• Design and run a QA framework: listen to calls, score performance, coach agents, and track improvement over time.
• Help agents become confident asking for deposits over the phone and handling common objections (too expensive, need to check with my partner first, etc.).

4. Systems, Reporting & Process Improvement

• Work with GoHighLevel (GHL) and the existing workflows (SMS, automations, status flows). Exposure is enough; the team has internal support to implement more technical changes, but you must understand how the CRM flows tie to performance.

• Create and own call center dashboards and reports for 

  onversion rates from lead booking; Show and drop rates; Contact rates, talk time, adherence, etc.
• Spot problems and fix them not just report them. If messaging needs to change, scripts need to evolve, or cadences need adjusting, you don't wait for permission: you propose and execute.

5. Conversion & Show Rate Ownership

• Your north star is performance:

   
  • Improve show rate to competitor levels (~80%+) by designing & enforcing better strategies and follow-up systems
  • Maintain or improve the conversion rate from contact bookings
  • Work closely with the CEO and strategy team on offers, messaging, and follow-up flows to maximise appointments that actually show.

What Success Looks Like (First 12 Months). Within: 

03 Months

• Deep understanding of team, metrics, and current workflows.

• New structure and expectations in place (shifts, roles, KPIs).

• Clear QA + training cadence set up.

• Early changes visible in discipline and morale.

3-6 Months

• Measurable uplift in key KPIs:

  • Show rate improving materially,

  • Better deposit capture,

  • Fewer scheduling issues.

• Low performers coached or exited; team composition and ratios make sense (e.g. 1 team lead + 1 QA vs 7 leaders on 12 agents).

• Leadership sees clear, tangible progress not just audits and reports.

6 to 12 Months

• Call center functioning as a reliable, scalable engine that supports adding many more clients.
• Show rate and conversions approaching or beating competitor benchmarks.
• You're spending more time on strategy and scale (hiring leaders under you, refining processes) and less on firefighting.

This Role Is For You If

• You have 5+ years leading remote or hybrid call center / inside sales teams, ideally international. 
  • Or Customer Support Lead experience with prior inside sales / QA / Operations experience.
    
• You've actually rebuilt or significantly improved a call center / operations in a similar environment before (not just managed one that already ran smoothly).
• You're comfortable making tough calls: resetting expectations, holding people accountable, and occasionally letting people go.
• You love execution: you'd rather fix three things this week than talk about them for a month.
• You're comfortable with ambiguity and risk: you understand the company is in a turnaround phase, and that your work will directly influence whether the call center continues as a service line.
• You care about impact you want to point in a few years and say I turned that department around.

This Role Is NOT For You If

• You're looking for a soft-landing director title with mostly strategy and very little hands-on work.
• You shy away from conflict, difficult conversations, or resetting boundaries.
• You prefer large, corporate environments with lots of tools, support staff, and fully-built systems.

Experience & Skills That Will Help You:

• 5+ years experience as a Call Center Manager, Team Lead, or similar, managing 10 ti 25+ sales/appointment-setting agents (remote and/or international teams).
• Proven track record improving sales or appointment-setting KPIs (conversion rates, show rates, contact rates).
• Strong background in training, QA, and coaching not just running schedules.
• Comfortable with CRM systems and basic automation (ideally with GoHighLevel or similar platforms).
• Data-driven: can build and interpret reports, then translate them into clear actions.

• Excellent communication, leadership, and organisation skills.

• High personal accountability and bias to action.

Nice-to-Have

• Experience in appointment setting or inside sales for services (beauty, wellness, health, or similar).
• Prior work with remote teams across multiple cultures (e.g. Latin America, Africa, Asia).
• Experience implementing deposit-payment flows and reducing no-show rates.

• Background in agencies or fast-paced, founder-led startups.

Compensation & Progression

Employment Type: Full-Time, 1099 Contractor
Compensation: Base $3,000 to $ 6,000/month (USD) + performance-based bonuses (OTE has previously reached up to ~$80k+ when targets are hit)
Schedule: Monday to Friday, 9:00 AM 5:00 PM ET (some flexibility needed)
Location: Remote
Department: Call Center

Upside: For the right person who successfully transforms the department, there is a path to:
- Call Center Director role
- Participation in leadership discussions and
- Potential profit sharing, in line with other senior leaders.

Hiring Process:
- 30-minute intro call with the CEO background, fit, expectations, high-level Q&A.
- 60-minute deep-dive interview
- Practical assessment e.g., review real call examples + outline a 90-day plan to improve show rate & performance.
- Final culture interview with other leaders alignment on values and working style; and to discuss a potential offer.