Call Center Manager

Responsibilities

• Lead, motivate, and develop appointment setters, team leads, and support staff
• Create a positive, competitive, and high-energy team culture
• Monitor and improve key performance indicators including lead-to-set rates, contact rates, and agent productivity
• Conduct regular coaching sessions, performance reviews, and team meetings
• Manage daily staffing, scheduling, and oversee inbound/outbound call activity
• Partner with Marketing, Sales, and Operations to maximize performance and appointment quality
• Participate in hiring, onboarding, and the development of ongoing training programs

Requirements

• 3+ years of leadership experience in a call center, sales, or appointment-setting environment
• Proven ability to coach and develop teams to exceed performance goals
• Strong understanding of call center KPIs and performance management
• Experience leading high-volume outbound appointment-setting teams
• Excellent communication, leadership, and organizational skills
• Ability to thrive in a fast-paced, results-oriented environment

Preferred Qualifications

• Experience managing teams of 20+ employees
• Bilingual in English and Spanish
• Experience within the home improvement industry

Benefits

• Competitive base salary and performance-based bonus opportunities
• Medical, dental, vision, and life insurance
• Paid time off and company holidays
• Career advancement opportunities and ongoing leadership development
• A collaborative, growth-oriented culture

About the Company

Florida Window & Door is one of the fastest-growing home improvement companies in the country, providing award-winning products and services to homeowners across Florida and beyond.