Call Center Manager

Yankee Home Improvement Inc • Chicopee, MA

14h • $70,000 - $78,000 • Onsite

About The Position

Yankee Home is looking for an experienced, results-driven Call Center Manager to lead our inbound and outbound operations, develop a high-performing team, and drive the appointment volume that fuels our sales organization. If you're a hands-on leader who thrives in a fast-paced environment, uses data to drive results, and knows how to motivate a team, we want to hear from you!

Requirements

• 3+ years of contact center leadership experience, ideally in appointment setting, inside sales, or lead management.
• Experience managing supervisors or team leads, not just individual representatives.
• Strong analytical skills with the ability to turn KPI data into actionable coaching and performance improvements.
• Experience with CRM platforms, dialers, and lead-management technology.
• Excellent communication, organization, leadership, and problem-solving skills.
• Flexibility to work a schedule that may include evenings and Saturdays.

Nice To Haves

• Home improvement or home services industry experience (windows, baths, doors, siding, roofing).
• Familiarity with speed-to-lead programs and paid digital leads.
• Experience supporting an in-home sales organization.

Responsibilities

• Oversee the team responsible for lead qualification, appointment setting, confirmations, and rehash.
• Work closely with sales and marketing leadership to turn leads into issued appointments and completed in-home sales demonstrations.
• Manage daily inbound and outbound operations while recruiting, training, coaching, and developing representatives and team leads.
• Monitor KPIs, including speed-to-lead, contact rates, appointment set rates, confirmations, and issued appointments. Use data to improve conversion and productivity.
• Oversee staffing, scheduling, and workforce planning across a high-volume, multi-market call center.
• Maintain call quality and compliance standards through call monitoring, scoring, and ongoing coaching.
• Identify operational bottlenecks, solve root causes, and optimize CRM, dialer, and lead-management systems.
• Partner with sales and marketing leadership to keep the pipeline running smoothly from lead generation to completed demos.
• Be a visible, hands-on leader who supports the team and drives accountability.

Benefits

• $70,000–$78,000 base salary, based on experience.
• Performance-based bonuses tied to appointment set rates, issued appointments, and demo conversion, with expected total compensation exceeding $100,000 annually.
• Medical, dental, and vision benefits.
• Paid time off.
• A promote-from-within culture, with many leaders having started on the phones or in the field.
• The backing of an established company with thousands of five-star reviews and industry-leading warranties.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed