Call Centre Manager & Trainer - Appointment Setting

Job Description

Call Centre Manager & Trainer – Appointment Setting \n

Solar Surge Australia is growing quickly, and we are looking for a serious call centre leader to take full ownership of our appointment setting operation.

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This is not a comfortable call centre management role.

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This is a hands-on leadership position for someone who lives and breathes conversion numbers, holds people accountable and makes things happen.

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We want someone who can take control of training, coaching, performance and daily management of our appointment setting team, so the business converts far more of the huge volume of leads we already generate into quality booked appointments.

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You will be responsible for making sure one thing happens every single day:

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Accountable for team results, individual performance, and driving lead-to-booking conversion up across the board.

The role \n

You will own the performance of our appointment setting team.

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That includes:

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Learning and mastering our appointment setting process and script

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Becoming the lead trainer for the appointment setting team

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Training and onboarding every new team member

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Running daily and weekly team meetings and structured training sessions

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Conducting objection-handling, script and role-play training

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Monitoring calls through our CRM and AI call monitoring tools

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Giving the team direct and practical feedback

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Identifying exactly where leads are going cold or bookings are being lost

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Improving lead-to-booking conversion rates across the team

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Holding the team accountable to call volume, booking targets and quality standards

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Running regular one-on-one performance meetings

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Managing underperformance quickly and directly

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Staying across every team member's numbers daily

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Providing daily conversion and booking updates to leadership

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Making sure the high volume of leads coming through the business is fully worked, not wasted

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Working with the sales team to make sure booked appointments are high quality and well set up for a close

The person we want \n

We want someone who is committed to achieve results.

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Someone who is proactive, direct, organised and relentless about performance.

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You are not someone who waits for problems to be brought to you.

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You know:

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Who is performing

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Who is falling behind

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Which calls aren't converting

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Why leads are going cold

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What needs to happen next

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Who is responsible for making it happen

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You take ownership. You follow things through. You do not accept excuses, poor follow-up or a lack of urgency.

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You must be:

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An exceptional trainer and coach

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Strong at objection handling and phone-based conversion

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Highly accountable

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Confident managing a small team of strong personalities

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Comfortable having direct performance conversations

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Obsessed with call and conversion statistics

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Able to turn numbers into action

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Capable of improving both average and high-performing team members

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Focused on outcomes, not just hours worked

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Able to build a genuinely high-performing, collaborative team culture

Our culture \n

This is not a cold, corporate call centre.

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Solar Surge Australia is built on a genuinely collaborative team culture — real support from leadership, real accountability, and a team that backs each other to win.

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Good people stick around here because they actually want to be part of what we're building.

Systems and support \n

You will have access to:

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CRM and AI-powered call monitoring and coaching tools

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An established appointment setting script and process

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Training resources and structured onboarding materials

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Call recordings for coaching and quality review

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A high volume of leads already generated by the business

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Support from the wider sales, marketing and operations team

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The systems are already in place. We need someone who can take control of them, enforce them, improve them and drive serious results.

Experience \n

You must have proven experience in one or more of the following:

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Call centre management

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Appointment setting or outbound sales team leadership

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Sales or call centre training

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Managing and coaching phone-based teams

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Solar, home improvement or high-volume lead generation environments (highly regarded, not essential)

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We care about what you have achieved. We want to know:

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How many people you have trained

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How you improved conversion rates

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How you teach objection handling and coach a team

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How you hold your team accountable

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How you deal with underperformance

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How you have used CRM or AI tools to lift performance

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How you have built a strong, collaborative team culture

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Solar Surge Australia is a quality-driven solar retailer based on the Gold Coast, specialising in residential solar and battery systems. We manage the entire journey — from consultation and finance to installation, grid connection, and post-sale support. Our focus is on delivering high-performance, long-lasting systems that actually save customers money.

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We don’t cut corners, we don’t push cheap gear, and we pride ourselves on clear communication and great customer outcomes. As we scale, we’re building a team of motivated professionals who want to grow with us.

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Solar Surge Australia is a quality-driven solar retailer based on the Gold Coast, specialising in residential solar and battery systems. We manage the entire journey — from consultation and finance to installation, grid connection, and post-sale support. Our focus is on delivering high-performance, long-lasting systems that actually save customers money.

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We don’t cut corners, we don’t push cheap gear, and we pride ourselves on clear communication and great customer outcomes. As we scale, we’re building a team of motivated professionals who want to grow with us.

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What can I earn as an Appointment Setter

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