Call Center Manager - Onsite

Why This Opportunity Is Different

The call center at Florida Window & Door is not an afterthought—it's the engine that drives the business. You'll lead a talented team responsible for connecting homeowners with our award-winning products and services while helping shape the future of one of the most respected brands in the industry.

What You'll Do

• Leadership & Coaching
  Lead, motivate, and develop appointment setters, team leads, confirmation specialists, QA personnel, and support staff.
  Create a positive, competitive, and high-energy culture.
  Conduct coaching sessions, performance reviews, and team meetings.
  Develop future supervisors and leaders within the department.

• Drive Performance
  Monitor and improve key performance indicators including:
  Lead-to-Set Rates
  Set-to-Issue Rates
  Issue-to-Demo Rates
  Contact Rates
  Demo Hold Rates
  Appointment Quality Scores
  Agent Productivity Metrics
  Hold team members accountable to goals and expectations.
  Identify trends and implement action plans to improve results.

• Operational Excellence
  Manage daily staffing and scheduling
  Oversee inbound and outbound call activity
  Ensure adherence to company processes, compliance standards, and quality expectations
  Partner closely with Marketing, Sales, Events, Recruiting, and Operations to maximize performance

• Customer Experience
  Help ensure every homeowner interaction reflects our commitment to excellence
  Resolve escalated customer concerns when necessary
  Support initiatives designed to improve customer satisfaction, increase appointment quality, and reduce cancellations

• Team Development
  Participate in hiring, onboarding, and training new employees
  Assist in developing and implementing ongoing training programs
  Build a culture focused on growth, accountability, teamwork, and continuous improvement

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

Benefits

• 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
• A collaborative, growth-oriented culture