Call Center Manager

Lead the Team That Drives the First Impression

At Joyce, Windows, Sunrooms & Baths, our mission is simple: deliver an unforgettable customer experience from the very first conversation. As our Call Center Manager , you'll be at the heart of that missionleading a team of high-performing agents who turn interest into appointments, and appointments into lifelong customers.

We're looking for a dynamic hands-on leader who thrives on coaching teams, analyzing performance, and creating a culture of energy, accountability, and growth.

What You'll Do

• Lead a Team of 1025+ Agents : Hire, coach, and develop a team responsible for outbound appointment setting and inbound lead response.
• Drive Performance : Own call center KPIscontact rates, conversion %, show rate, hold time, and team productivity.
• Coach for Excellence : Listen to calls, provide actionable feedback, and foster a coaching culture that empowers people to grow.
• Leverage Tech : Utilize platforms like Five9, Salesforce, and real-time call analytics to optimize workflow and decision-making.
• Build Culture : Celebrate wins. Address challenges. Keep the team motivated, focused, and proud of the impact they make every day.
• Collaborate Cross-Functionally : Partner with Marketing and Sales to ensure lead quality, schedule availability, and seamless handoffs.

Joyce Windows, Sunrooms & Baths is a third-generation, family-owned company that's been transforming homes since 1955. We manufacture and install our own premium windows, sunrooms, and bath productsgiving homeowners unbeatable factory-direct value. Join us, and be part of a company where your contributions are valued, your growth is supported, and your work makes a lasting impact on the homes and lives of our customers.

Requirements

What You Bring

• 35 years of experience leading a call center or inside sales team (preferably in home services, retail, or direct response).
• Proven success managing teams toward aggressive KPIs and conversion goals.
• Excellent communicator and motivatorsomeone who leads from the front.
• Hands-on experience with dialer software (Five9, RingCentral, etc.) and CRMs (Salesforce, HubSpot).
• Data-driven mindsetyou love dashboards and turning metrics into action.
• Passion for coaching and helping people grow into their best selves.

Benefits

• Competitive Salary + Performance Bonuses
• Health, Dental, Vision, and 401(k) with company match
• Paid Time Off + Paid Holidays
• Leadership development programs and promotion from within
• A supportive, energetic, no-ego environment where your ideas matter