Call Center Manager - Onsite

Florida Window & Door•Lake Worth Beach, FL

4d•Onsite

About The Position

Lead a Winning Team. Drive Growth. Make an Impact. Florida Window & Door is one of the fastest-growing home improvement companies in the country, and we’re looking for an exceptional Call Center Manager to help lead our high-performance contact center to the next level. You’ll be joining a company that is aggressively growing across Florida and beyond, investing heavily in marketing, technology, training, and people. You’ll work alongside some of the best professionals in the home improvement industry and play a direct role in driving revenue, developing talent, and creating an exceptional customer experience. The ideal candidate is a people-focused leader who inspires high performance, enjoys coaching and developing talent, and uses data to make informed decisions. They foster a positive, accountable culture, embrace change and continuous improvement, and celebrate team successes while consistently challenging themselves and others to achieve even greater results. If you're ready to make a meaningful impact on a growing sales organization, we'd love to hear from you! Why This Opportunity Is Different At Florida Window & Door, the call center is not an afterthought—it’s the engine that drives the business. You’ll lead a talented team responsible for connecting homeowners with our award-winning products and services while helping shape the future of one of the most respected brands in the industry. Reporting directly to the Director of Call Center Operations, you’ll have a meaningful voice in improving processes, developing people, and achieving company goals. This is an opportunity for a proven leader who wants more than a management title—you want the chance to build something, influence results, and grow your career.

Requirements

3+ years of leadership experience in a call center, sales, appointment-setting, or customer service environment
Proven ability to coach and develop teams to exceed goals
Strong understanding of call center KPIs and performance management
Excellent communication, leadership, and organizational skills
Ability to thrive in a fast-paced, results-oriented environment

Nice To Haves

Home improvement industry experience
Experience leading high-volume outbound appointment-setting teams
Experience managing teams of 20+ employees
Bilingual English/Spanish a plus

Responsibilities

Lead, motivate, and develop appointment setters, team leads, confirmation specialists, QA personnel, and support staff
Create a positive, competitive, and high-energy culture
Conduct coaching sessions, performance reviews, and team meetings
Develop future supervisors and leaders within the department
Monitor and improve key performance indicators including: Lead-to-Set Rates, Set-to-Issue Rates, Issue-to-Demo Rates, Contact Rates, Demo Hold Rates, Appointment Quality Scores, Agent Productivity Metrics
Hold team members accountable to goals and expectations
Identify trends and implement action plans to improve results
Manage daily staffing and scheduling
Oversee inbound and outbound call activity
Ensure adherence to company processes, compliance standards, and quality expectations
Partner closely with Marketing, Sales, Events, Recruiting, and Operations to maximize performance
Help ensure every homeowner interaction reflects our commitment to excellence
Resolve escalated customer concerns when necessary
Support initiatives designed to improve customer satisfaction, increase appointment quality, and reduce cancellations
Participate in hiring, onboarding, and training new employees
Assist in developing and implementing ongoing training programs
Build a culture focused on growth, accountability, teamwork, and continuous improvement