Call Center Manager - Onsite
About The Position
Florida Window & Door is seeking an exceptional Call Center Manager to lead its high-performance contact center. This role is crucial for driving revenue, developing talent, and creating an exceptional customer experience within a rapidly growing home improvement company. The ideal candidate will be a people-focused leader who inspires high performance, enjoys coaching and developing talent, and uses data to make informed decisions. They will foster a positive, accountable culture, embrace change and continuous improvement, and celebrate team successes. At Florida Window & Door, the call center is considered the engine that drives the business, and this role offers a significant opportunity to shape the future of a respected brand. Reporting directly to the Director of Call Center Operations, the Call Center Manager will have a meaningful voice in improving processes, developing people, and achieving company goals. This is an opportunity for a proven leader to build, influence results, and grow their 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.
- Experience leading high-volume outbound appointment-setting teams.
- Bilingual English/Spanish a plus.
Nice To Haves
- Home improvement industry experience.
- Experience managing teams of 20+ employees.
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, and 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 the company's 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.
Benefits
- Competitive base salary
- Performance-based bonus opportunities
- Medical, dental, vision, and life insurance
- Paid time off and company holidays
- Career advancement opportunities
- Ongoing leadership development and training
- A collaborative, growth-oriented culture
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
