Call Center Systems Manager

Window Nation•Fulton, MD

About The Position

Window Nation's main goal is growth, and they are committed to recruiting and retaining the best employees, fostering an environment where individuals can grow professionally and personally. The Call Center Systems Manager will be a key part of this, leading day-to-day operations and driving performance. This role involves overseeing call center systems, Quality Assurance (QA), the appointment confirmation process, and technology initiatives, including AI-driven solutions, with the aim of improving efficiency and customer experience. Ultimately, the Call Center Systems Manager is responsible for meeting and exceeding Call Center goals.

Requirements

5+ years of Call Center management experience
7+ years of experience in a call center or related environment
High School Diploma, GED, or equivalent

Nice To Haves

Bachelor’s degree in related field a plus
Ability to learn Window Nation’s business model, products, and processes quickly
VOIP system (Five9) proficiency a plus
Proficiency with CRM systems
Experience with QA platforms and workforce management tools
Experience with AI tools or automation
Experience with MS Suite (Dynamics experience a plus)
Detail-oriented, with the ability to multi-task and follow-up as needed
Ability to work well under pressure and make sound decisions quickly in a fluid, fast business environment
Experience in Lead Perfection
Detail-oriented with the ability to multi-task and follow up effectively

Responsibilities

Oversee and manage call center systems, including Five9, CRM platforms (Dynamics), Lead Perfection, and other operational tools.
Manage and evolve the QA program, appointment confirmation process, including call monitoring, scoring, feedback loops, and agent performance improvement initiatives.
Monitor system performance, troubleshoot issues, and partner with IT and vendors to implement enhancements and resolve defects.
Ensure accuracy and consistency in call routing, lead flow, and system integrations across platforms.
Drive adoption and optimization of tools such as Hatch, CallSource, WFM and WFO systems, and reporting platforms.
Lead implementation and optimization of AI voice tools to enhance call handling, automation, and customer engagement.
Engage and motivate team to meet or exceed performance targets.
Analyze system and QA data to identify trends and opportunities to improve conversion, contact rates, and operational efficiency.
Manage quality assurance review of Agent calls and communications.
Review Call Center reporting to proactively identify operational challenges and implement solutions.
Hire, coach, and provide continued training to personnel to maintain quality customer service standards.
Support employees, other managers, and call center operations through the completion of ad-hoc tasks and projects.
Ensure staff members achieve desired service levels and take corrective action, as needed.
Ensure data integrity across all platforms for accurate reporting and decision-making.