Call Center Team Lead
About The Position
Lead performance. Drive revenue. Build people. At Window Nation, we don’t just replace windows and doors. We transform homes and help families love where they live. With nearly 20 years in business, 40+ markets nationwide, and ranked among the largest specialty remodeling companies in the country, growth isn’t a slogan here. It’s the business model. We’re urgently hiring a Call Center Team Lead to drive performance across our inbound and outbound demand generation team in Fulton, MD. You won’t just manage calls. You’ll supervise 10-13 call center agents responsible for scheduling qualified sales appointments. If you’ve led a performance-driven team in a high-volume call center, inside sales, appointment setting, or B2C environment and know how to drive measurable results, this is your lane .
Requirements
- High School Diploma or GED
- 2+ years of experience in a call center, contact center, inside sales, or appointment-setting environment
- 1+ year of supervisory or team lead experience in a performance-driven environment
- Proven experience managing KPIs in a high-volume setting
- Ability to work on-site in Fulton, MD
Nice To Haves
- Experience in home improvement, B2C sales, lead generation, or direct response marketing
- Experience using CRM systems (Microsoft Dynamics, Salesforce, or similar)
- Strong analytical skills
- Experience coaching team members to improve results
- Confidence holding others accountable to performance standards
Responsibilities
- Lead, coach, and develop a team of inbound and outbound agents
- Drive KPIs, including: Contact Rate, Appointment Set Rate and Issued Rate
- Manage daily call flow and appointment distribution across multiple markets
- Review and approve lead eligibility to protect sales team efficiency
- Ensure CRM data accuracy
- Handle escalated customer interactions and coach agents through real-time feedback
- Deliver ongoing training focused on performance improvement and skill development
- Implement motivational strategies that increase output and engagement, such as contests, games, and recognition programs
Benefits
- Medical, dental, vision, life insurance
- 401(k) retirement plan
- Paid time off
- Opportunities to grow your career!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
