Call Center Manager

Aspen Windows•Lancaster, PA

3d•Onsite

About The Position

We are seeking an experienced and results-driven Call Center Manager to lead our outbound call center team. This role is responsible for overseeing daily operations, driving appointment-setting performance, coaching agents, and ensuring a high level of customer engagement. The ideal candidate has a strong background in outbound sales environments and a proven ability to motivate teams to exceed goals.

Requirements

3+ years of call center management experience (preferably outbound or sales-focused)
Proven track record of achieving or exceeding performance targets
Strong leadership, coaching, and team-building skills
Experience with dialers, CRM systems, and call tracking software
Excellent communication and problem-solving abilities
Ability to analyze data and make performance-driven decisions
High energy, self-motivated, and results-oriented mindset

Nice To Haves

Experience in home improvement, construction, or in-home sales industries
Familiarity with appointment-setting campaigns
Knowledge of TCPA and outbound calling compliance regulations

Responsibilities

Manage and oversee daily call center operations focused on outbound appointment setting
Lead, coach, and develop a team of call center representatives to meet and exceed KPIs
Monitor call quality, scripts, and compliance to ensure effective and professional communication
Track and analyze performance metrics (call volume, conversion rates, appointments set, etc.)
Develop and implement strategies to improve contact rates and booking success
Hire, onboard, and train new call center staff
Collaborate with marketing and sales teams to align messaging and campaign performance
Handle escalated customer interactions and resolve issues professionally
Maintain CRM data accuracy and reporting
Ensure adherence to company policies and applicable calling regulations