Call Center Manager - Onsite at Florida Window & Door, Lake Worth Beach, United States

Lead and develop a high-performing call center team at a fast-growing home improvement company, driving revenue, talent development, and superior customer experiences while reporting to the Director of Call Center Operations.

Key Responsibilities

• Lead, motivate, and develop appointment setters, team leads, confirmation specialists, QA personnel, and support staff
• Create a positive, competitive, and high-energy team culture
• Conduct coaching sessions, performance reviews, and team meetings
• Develop future supervisors and leaders
• Monitor and improve KPIs such as Lead-to-Set Rates, Set-to-Issue Rates, Issue-to-Demo Rates, Contact Rates, Demo Hold Rates, Appointment Quality Scores, and Agent Productivity
• Hold team members accountable to goals and implement action plans based on performance trends
• Manage daily staffing, scheduling, and both inbound and outbound call activity
• Ensure adherence to company processes, compliance standards, and quality expectations
• Collaborate with Marketing, Sales, Events, Recruiting, and Operations departments
• Resolve escalated customer concerns and support initiatives to boost satisfaction and reduce cancellations
• Participate in hiring, onboarding, and ongoing employee training programs

Qualifications

• 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 fast-paced, results-oriented environments
• Home improvement industry experience preferred
• Experience leading high-volume outbound appointment-setting teams
• Experience managing teams of 20+ employees preferred
• Bilingual English/Spanish a plus

Education

High School or equivalent

Benefits And Growth

• 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
• Collaborative, growth-oriented culture