Inside Sales Center Manager - Lousiville, KY

Andersen Corporation/Renewal by Andersen•Louisville, KY

27d•Onsite

About The Position

Renewal by Andersen of Kentucky & Southern Indiana is seeking a dynamic, results-driven ISC Manager to lead our call center team. This role oversees the call center and is responsible for ensuring excellent customer experience for homeowners interested in window and door replacement. In this role, you will be the frontline leader of our scheduling team- coaching, mentoring, and developing a high-performing team to deliver Renewal by Andersenâs Signature Service. You will oversee the teamâs daily operations, performance, and professional growth while managing key call center metrics, optimizing workflows, and maintaining a positive, accountable team culture. The ISC Manager ensures every homeowner receives a smooth, professional, and high-quality interaction from the first phone call to the scheduled design consultation.

Requirements

3+ years of call center leadership experience (team lead, supervisor, or manager).
Proven experience managing a team in a metrics-driven environment.
Strong coaching, communication, and leadership skills.
Ability to analyze data and make operational decisions.
Experience using call center software, CRMs, or performance dashboards.
Ability to travel to our Evansville and Lexington offices is required, as well as some travel to other affiliate locations for training.

Nice To Haves

Experience in home improvement, service industry, or appointment-setting environments.
Background creating a strong call center culture with accountability and support.

Responsibilities

Lead, coach, and develop a team of remote and local Scheduling Agents to meet and exceed performance goals.
Conduct 1:1s, performance reviews, call monitoring, and ongoing coaching.
Foster a high-energy, supportive culture that aligns with Renewal by Andersen values.
Oversee daily operations of the ISC including inbound/outbound call handling, lead scheduling, and appointment confirmation processes in our local and remote offices.
Monitor staffing, scheduling, and workflow to ensure adequate coverage during peak times.
Ensure agents follow scripting, compliance, and quality standards.
Track and manage key call center metrics such as: â Speed to lead â Contact rate â Days to set appointment â Call quality â Attendance & adherence
Analyze performance data and implement improvements to maximize efficiency and appointment quality.
Maintain alignment with national Renewal by Andersen ISC standards and best practices.
Work closely with the Marketing and Events teams schedule incoming leads and provide feedback and insights on appointment quality and lead trends by territory.
Collaborate with the Design Consultant team to ensure schedules are accurate, efficient, and balanced across service areas in Kentucky & Southern Indiana.