Call Center Manager - Onsite

Job Description

Job Description

Lead a Winning Team. Drive Growth. Make an Impact.

Florida Window & Door is one of the fastest-growing home improvement companies in the country, and we’re looking for an exceptional Call Center Manager to help lead our high-performance contact center to the next level.

You’ll be joining a company that is aggressively growing across Florida and beyond, investing heavily in marketing, technology, training, and people. You’ll work alongside some of the best professionals in the home improvement industry and play a direct role in driving revenue, developing talent, and creating an exceptional customer experience.

The ideal candidate is a people-focused leader who inspires high performance, enjoys coaching and developing talent, and uses data to make informed decisions. They foster a positive, accountable culture, embrace change and continuous improvement, and celebrate team successes while consistently challenging themselves and others to achieve even greater results. If you're ready to make a meaningful impact on a growing sales organization, we'd love to hear from you!

Why This Opportunity Is Different

At Florida Window & Door, the call center 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.

Reporting directly to the Director of Call Center Operations, you’ll have a meaningful voice in improving processes, developing people, and achieving company goals.

This is an opportunity for a proven leader who wants more than a management title—you want the chance to build something, influence results, and grow your career.

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

• 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
• Experience managing teams of 20+ employees (preferred)
• Bilingual English/Spanish a plus

• 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