Call Center Leadership Specialist

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeCallCenterLead Full time ₱4,000,000 - ₱6,400,000
Job Summary

We are seeking an experienced call center leader to provide leadership services on a contract basis. The contractor will be engaged to support appointment-setting operations, ensure service quality, and deliver agreed-upon performance outcomes.

This engagement is structured as a 1099 independent contractor role— the contractor will determine the means, methods, and schedule for performing the services, provided agreed-upon results and deliverables are met.

About the Role

As a call center team lead, you will be responsible for providing coaching, performance feedback, and process improvement recommendations to enhance team outcomes. You will also monitor appointment-setting results and report on agreed-upon performance metrics.

You will work closely with Roof Maxx leadership on aligning appointment-setting outcomes with broader sales and marketing initiatives.

Maintain a professional and positive engagement with the appointment-setting team.

Responsibilities
  • Provide call center leadership services to oversee and guide appointment-setting activities.
  • Deliver coaching, performance feedback, and process improvement recommendations to enhance team outcomes.
  • Monitor appointment-setting results and report on agreed-upon performance metrics.
  • Support escalated calls when necessary and provide subject-matter expertise for resolution.
  • Recommend strategies to improve productivity, efficiency, and conversion performance.
  • Collaborate with Roof Maxx leadership on aligning appointment-setting outcomes with broader sales and marketing initiatives.
Qualifications
  • 2–3 years of experience in call center leadership (appointment setting, telemarketing, or sales).
  • Knowledge of the roofing, construction, or home improvement industry is a plus.
  • Proven ability to analyze performance data and deliver actionable insights.
  • Strong communication and leadership skills.
  • Familiarity with CRM and call center software.
  • Ability to work under pressure, meet deadlines, and drive results.
Key Performance Indicators (KPIs)
  • Appointment-setting outcomes (daily/weekly/monthly targets as defined in the agreement).
  • Conversion performance reporting.
  • Recommendations for improving call quality and compliance outcomes.
  • Periodic reporting on agreed-upon KPIs.

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