Job Description
Job Description
Job Description
Job Title: Call Center Manager (Remote, U.S.-Based)
Company: Zingas Home
Department: Customer Experience Team
Reports To: Director of Operations
Location: Remote (Must reside in the U.S.)
At Zingas Home, we specialize in delivering exceptional in-home design experiences with
high-quality window treatments and home improvement services. We value personalized
customer care, fast-paced execution, and the power of a dedicated team to make every
interaction feel like home.
Position Overview
We are seeking a highly experienced, U.S.-based Call Center Manager to lead and inspire our
remote Customer Communication Team (CCT). This individual will oversee all scheduling and
customer-facing operations, ensuring excellence in every customer interaction across multiple
channelsphone, text, and email.
You must bring a high level of emotional intelligence, operational efficiency, and a proven
ability to coach and develop high-performing remote teams in a fast-paced, tech-driven
environment.
This is a single, key leadership opening.
Key Responsibilities - Lead, coach, and mentor a high-performing team of remote agents with a focus on customer care, appointment setting, and scheduling coordination.
- Set clear performance expectations and deliver actionable feedback through 1:1s, coaching,
and performance reviews. - Promote a culture of ownership, positivity, and accountability.
- Oversee daily inbound and outbound communication workflows across multiple platforms
and channels. - Drive KPIs around call handling, appointment booking rates, customer satisfaction, and
routing accuracy. - Maintain and enhance documentation standards (accurate, thorough note-taking is a must).
Customer Experience Management - Lead by example in delivering exceptional service: speaking with a smile, pivoting between
customer needs with ease, and problem-solving on the fly. - Monitor and improve the quality of customer interactions, ensuring timely, accurate, and
empathetic responses. - Manage escalations and create resolution plans to maintain customer trust and satisfaction.
- Ensure smooth daily execution of scheduling systems and communications software.
- Monitor schedule adherence, shift availability, and departmental coverage (evenings and
weekends included). - Contribute to system optimization through process and tool improvement recommendations.
Professional Qualifications - 5+ years of experience in a call center environment with at least 2 years in a management or team lead role, preferably in a remote capacity.
- Demonstrated success in leading remote teams in appointment-setting or high-volume
service/scheduling environments. - Exceptional communication skills with the ability to motivate and align diverse personalities.
- High attention to detailmisspellings, unclear notes, or inconsistencies should be
immediately noticeable to you. - You speak with a smile and radiate positivityeven when handling challenges.
- You thrive in a fast-paced, multi-tasking world: our best leaders manage call oversight, team
communication, and reporting simultaneously. - Youre tech-savvy and comfortable toggling between multiple systems and tools.
- Youre an excessive note-takerdiligent documentation is second nature.
- You love working hard and take pride in leading a team that does the same.
- Must be based in the United States with the ability to work remotely in a quiet, dedicated
workspace. - Availability for evening (until 67 PM) and/or weekend shifts (Saturday or Sunday, 9 AM6
PM). - Must have reliable high-speed internet and a smartphone capable of connecting to that
internet. - Must be available to be on the phones and actively engaged for the entirety of each shift.
Why Join Zingas Home This is your opportunity to shape the voice and rhythm of a remote-first, customer-obsessed
organization. If you thrive in a role where every day brings variety, challenge, and the
satisfaction of making things run smoother and smarter, this is your place.
Job Tags
Remote job, Immediate start, Shift work, Weekend work, Sunday, Saturday,