Open Positions

RNG Group is partnering with a growing, multi-territory home services company to find their next Inside Sales Center (ISC) Manager.

If you're a steady, no-drama leader who thrives on data, coaching, and operational discipline — and who knows how to turn performance trends into action — keep reading. This is a chance to lead a high-volume inside sales operation and directly shape appointment-setting performance, confirmation quality, and the homeowner experience.

About Our Client

Our client is a growing home services company that relies on a dedicated Inside Sales Center to drive appointment setting, confirmations, and lead conversion across multiple territories. The ISC sits at the center of the business, working closely with Marketing, Sales, and Operations to keep the pipeline strong and the homeowner experience consistent.

This is a performance-driven environment where leaders are expected to be hands-on — coaching directly, using data to guide decisions, and helping the department become more predictable, scalable, and consistent.

What You'll Do

The ISC Manager is responsible for leading the daily performance, execution, and operational consistency of the Inside Sales Center. This role oversees Inbound & Outbound appointment setting, Confirmations, and ISC systems/software support to ensure the department is operating with clear expectations, strong leadership, and measurable results.

The ISC Manager leads through managers and functional leaders to drive appointment setting performance, confirmation quality, homeowner experience, and process discipline. This role is expected to identify performance gaps, build clear action plans, develop leaders, and ensure the ISC operates with the structure and accountability needed to meet or exceed business goals.

Success in this role requires strong leadership, data fluency, operational discipline, and the ability to turn performance trends into timely action. The ISC Manager must be comfortable managing people, systems, and processes at the same time while helping the department become more predictable, scalable, and consistent.

Team Leadership & Daily Operations

• Lead the daily operations of the ISC across Inbound & Outbound appointment setting, Confirmations, and systems/software support.
• Directly manage and support ISC leaders responsible for Front End, Confirmations, and ISC systems/software.
• Ensure supervisors and functional leaders understand performance expectations, team priorities, and daily operating standards.
• Create clear accountability for departmental goals, daily execution, and follow-through.
• Maintain a strong leadership presence in the ISC and ensure leaders are actively managing their teams, not just reporting results.

  
  Performance Management & Accountability

• Monitor key ISC performance metrics, including set rate, issued leads, demo rate, cancel rate, one-party rate, contact rate, DTI, HPD, and appointment quality.
• Identify performance gaps early and work with ISC leaders to create specific action plans.
• Ensure leaders respond quickly when performance begins to drift.
• Drive accountability through consistent follow-up, coaching, reporting, and inspection of results.
• Help leaders understand not only what is missing, but why it is missing and what action needs to happen next.

  
  Inbound & Outbound Appointment Setting

• Oversee appointment-setting performance across inbound and outbound lead flows.
• Ensure leads are worked with the right speed, attempt depth, quality, and follow-up discipline.
• Partner with supervisors to improve set rate, contact rate, lead routing, source handling, and agent performance.
• Ensure the team is using clear call standards, scripting, objection handling, and follow-up expectations.
• Work with Marketing and other cross-functional partners to identify source-level performance trends and improve lead conversion.

  
  Confirmations & Appointment Quality

• Oversee the Confirmations function to protect demo rate, reduce cancellations, and improve appointment quality.
• Partner with ISC and Sales leadership to identify appointment quality issues, disposition concerns, and process gaps.
• Help balance strong qualification standards with the need to protect lead issue volume and business results.

  
  Systems, Software & Process Controls

• Manage ISC systems/software support through the appropriate functional leader.
• Ensure ISC tools, workflows, reporting, and routing logic support clear visibility and strong execution.
• Partner with internal stakeholders to improve system accuracy, workflow efficiency, and data visibility.
• Support the creation and maintenance of playbooks, process documentation, and operating standards.

  
  Data, Reporting & Visibility

• Use reporting to identify trends, risks, and performance opportunities across territories, sources, teams, and leaders.
• Ensure ISC leaders are fluent in their metrics and able to explain performance clearly.
• Provide clear updates on what is working, what is not working, what changed, and what action is being taken.
• Help turn ISC data into operating decisions around staffing, coaching, routing, process, and source-level performance.
• Maintain accurate reporting practices and ensure leaders are using consistent definitions and performance standards.

  
  Customer Experience & Service Excellence

• Ensure ISC operations deliver a professional, homeowner-focused experience.
• Promote strong service standards in all homeowner interactions, appointment setting, confirmation calls, and follow-up.
• Balance performance goals with homeowner experience, appointment quality, and brand standards.

  
  Cross-Functional Collaboration

• Work closely with Marketing, Sales, Operations, and other business partners to improve lead conversion and appointment outcomes.
• Identify issues that sit between departments, including lead quality, source performance, appointment disposition, field feedback, and calendar capacity.
• Communicate clearly with cross-functional partners when performance issues require shared ownership or process changes.
• Support business priorities by ensuring ISC execution aligns with territory goals, staffing plans, and lead generation strategy.
• Perform any other related, unrelated, unassigned, unspecified, out of the ordinary or special duties assigned.

  
  Key Results & Outcomes

  The ISC Manager is accountable for helping drive sustained achievement of the following outcomes:

• Meet or exceed monthly Leads Issued goals across all territories.
• Overall Set Rate of 35% or greater.
• Demo Rate of 90% or greater.
• Cancel Rate of 35% or less, with continued focus on reducing preventable cancellations.
• One Party Rate below established department target.
• HPD of 1.75 or less, with continued improvement toward stronger efficiency.
• DTI of under 4.
• Appointment calendar capacity of 70% or greater.
• Predictable performance driven by leader-led execution, clear process, and timely response to performance risk.

  Core Competencies

  People Leadership | Strategic Execution | Performance Management | Data-Driven Decision Making | Cross-Functional Collaboration | Continuous Improvement

  What You Bring

• Minimum of 5 years of experience in a call center, inside sales, customer service, or performance-driven operations environment.
• Bachelor's degree in business, communications, marketing, operations, or a related field preferred but not required.
• This position will require periodic travel to company ISC locations, meetings, and events as needed to support team and business operations.
• Proven success leading supervisors, managers, or team leads in a high-volume environment.
• Strong ability to manage performance through KPIs, reporting, coaching, and accountability.
• Experience identifying process gaps and implementing improvements that drive measurable results.
• Strong communication skills with the ability to lead through direct reports and partner across departments.
• Ability to balance daily execution with longer-term process improvement.
• Preferred experience in home services, appointment setting, high-ticket sales, or lead conversion environments.
• Preferred experience with call center systems, CRM tools, reporting platforms, and workflow management.

  Ideal Culture Fit

  A positive, steady, and mature leader who is easy to work with and brings a no-drama approach to challenges. This person should be comfortable in a fast-paced environment, able to stay calm under pressure, and willing to take ownership when results are not where they need to be.

  The ideal candidate works well with others, communicates clearly, thinks critically, and helps create a healthy, accountable team environment. They should be able to challenge assumptions, ask good questions, and keep the team focused on solutions.

  Ideal Work Ethic

  The ISC Manager should be a strong operator and people leader who takes pride in doing the work the right way. This person should be proactive, organized, and willing to dig into the details when performance is off track.

  They should lead by example, follow through on commitments, and expect the same from their leaders. This role requires someone who can move quickly, coach directly, use data well, and help the team get better every week.

  Physical Demands / Work Environment

  This role requires extended periods of sitting, standing, walking, and using hands, with occasional lifting up to 30 pounds. Reasonable accommodation will be provided for qualified individuals with disabilities. Communication requirements include English verbal speech and written communication.