Call Center Director Memphis

Mattengas Goombas Pizzeria, LLC; Memphis (TN); On-site; USD 95,000 - 150,000; Full time

Benefits offered by this job

PTO

Health benefits

401(k) with employer match

Life Insurance

Short-Term Disability

Job summary

WinChoice is hiring a Call Center Director in Memphis to lead a dynamic inside sales team within a fast-growing home services company. The leader will drive appointment-setting, revenue impact, and strategic oversight of people, processes, and metrics to optimize call center operations and sales outcomes.

The role requires managing a 70-agent team, recruiting and mentoring staff, and owning KPIs such as cost per appointment, show rate, and conversion rates, using dashboards to monitor progress

Qualifications

• Minimum of 3 years experience managing a call center or inside sales team with at least 50 representatives.
• Proven track record of improving sales conversion and customer retention metrics.
• Strong proficiency in data analysis, performance dashboards, and reporting tools.
• Experience working in fast-paced, systems-driven, results-oriented environments.
• Excellent leadership, coaching, and influence skills with the ability to motivate teams.
• Knowledge of call center operations, KPIs, and process optimization.

Responsibilities

• Manage and develop a team of 70 call center agents, team leads, and supervisors to ensure high performance and continuous growth.
• Recruit, onboard, and mentor staff to build a strong leadership pipeline and maintain a motivated, skilled workforce.
• Establish and enforce performance expectations, conducting regular coaching and call reviews to improve agent skills and close performance gaps.
• Own and analyze key performance indicators such as cost per appointment, show rate, and conversion rates, using dashboards and reports to monitor progress.
• Identify root causes of performance issues through data analysis and implement corrective action plans to meet targets.
• Develop and refine call scripts, objection handling, and appointment-setting processes to enhance efficiency and compliance.
• Oversee scheduling, staffing, and quality assurance processes to ensure service-level goals are met during peak periods.

Skills

People leadership

Coaching

Data analysis

KPIs and dashboards

Call center operations

Performance management

Education

Bachelor’s degree in business, management, or related field

Tools

CRM systems

Dialers

Lead management tools

Job description

The Call Center Director will lead a dynamic inside sales team within a fast-growing home services company, driving appointment-setting performance that directly impacts revenue. This leadership role requires strategic oversight of people, processes, and metrics to optimize call center operations and sales outcomes.

Key Responsibilities

• Manage and develop a team of 70 call center agents, team leads, and supervisors to ensure high performance and continuous growth
• Recruit, onboard, and mentor staff to build a strong leadership pipeline and maintain a motivated, skilled workforce
• Establish and enforce performance expectations, conducting regular coaching and call reviews to improve agent skills and close performance gaps
• Own and analyze key performance indicators such as cost per appointment, show rate, and conversion rates, using dashboards and reports to monitor progress
• Identify root causes of performance issues through data analysis and implement corrective action plans to meet targets
• Develop and refine call scripts, objection handling, and appointment-setting processes to enhance efficiency and compliance
• Oversee scheduling, staffing, and quality assurance processes to ensure service-level goals are met during peak periods

Required Qualifications

• Minimum of 3 years experience managing a call center or inside sales team with at least 50 representatives
• Proven track record of improving sales conversion and customer retention metrics
• Strong proficiency in data analysis, performance dashboards, and reporting tools
• Experience working in fast-paced, systems-driven, results-oriented environments
• Excellent leadership, coaching, and influence skills with the ability to motivate teams
• Knowledge of call center operations, KPIs, and process optimization

Preferred Qualifications

• Experience in home services, solar, roofing, or similar direct-to-consumer trades
• Background in managing P&L and controlling labor and operational costs
• Familiarity with CRM systems, dialers, and lead management tools
• Bachelor’s degree in business, management, or related field

About WinChoice

Company Overview

What started as a small operation in Mountain Pine, AR has grown into a nationwide leader, proudly serving homeowners in 13 states and growing! We’re more than just installers; we’re manufacturers. That means when you choose WinChoice, you’re getting American-made windows, crafted right here in the USA, designed specifically for the local climate and built to last a lifetime. Our commitment goes beyond just products; it’s about people. We’re dedicated to doing the right thing, serving with integrity, and ensuring every homeowner in America feels proud of where they live. From your first free consultation to the final installation and beyond, we stand by our work with a comprehensive lifetime warranty.

Mission

To be the premier organization dedicated to delivering the highest employee and customer experience in our industry.

Vision

We’re not just in the home improvement business; we’re in the life improvement business. Our mission is to transform homes, lives, and communities by providing trusted, high-quality window and roofing solutions. We believe in helping you create a more comfortable, beautiful, and valuable home, making the process easier, more affordable, and more trustworthy than ever before, for every homeowner in the United States of America. Our core values of integrity, quality, and customer satisfaction guide every project, from the smallest repair to a complete home transformation.

Culture

Our culture is built on grit and fortitude. We work hard and expect a lot from each other because we care about winning together. We hold one another accountable, but we also step up to support each other when it counts.We keep things casual and real. We joke around, we move fast, and we do not take ourselves too seriously. At the same time, we take our work seriously. Everyone here is expected to show up, follow through, and contribute.We care about each other beyond the job. We celebrate wins together and we show up for each other during the tough seasons too. If you want to be part of a team that pushes you, supports you, and feels like a group of people who truly have your back, you will fit right in.

Our Values

At WinChoice, our values define who we are and how we work. We believe in collaboration, fostering clear communication, active engagement, and a team-first mindset that seeks input from others. We practice humility by remaining open-minded, coachable, and willing to learn and grow through constructive feedback. We operate with integrity, doing the right thing even when no one is watching and staying true to our commitment to quality, honesty, and hard work. We value proactivity, taking initiative and creating intentional steps that set the WinChoice team up for long-term success while solving problems before they become obstacles. Above all, we demonstrate dedication by consistently following through on our processes and commitments in pursuit of our vision, our team’s success, and our personal growth.

Humility

Integrity

Proactivity

Dedication

For all full time W2 employees we are proud to offer a competitive benefits package designed to support our team members both personally and professionally.Paid Time Off (PTO)Health Benefits: Medical, Dental, Vision, Life Insurance, and Short-Term Disability.We offer a 401(k) retirement plan with a 4% employer match. Employees are eligible to begin contributing after 6 months (180 days) of employment.

401k Matching

Health

Vision

Life Insurance

Short-Term Disability