Call Center Leader: Drive 7-Day Ops & Customer Experience

Client Staffing Solutions, Inc.; Grapevine (TX); On-site; USD 70,000 - 120,000; Full time

Job summary

Pella Windows & Doors of DFW and West Texas in Grapevine, TX is seeking a Call Center Manager to lead our in-house customer experience and appointment-setting operations. You will manage a team of about 12, drive performance, and implement technology to improve service levels.

Ideal candidates have 5+ years in call center leadership, strong coaching skills, and hands-on experience with Salesforce and Five9 to optimize our seven-day operation and customer journeys.

Qualifications

• 5+ years of leadership experience in call center, contact center, inside sales, or comparable customer-facing operations.
• 3+ years managing supervisors or team leaders.
• Demonstrated success improving team performance, operational processes, and customer experience.
• Strong understanding of call center performance metrics, workforce planning, and appointment capacity management.
• Experience with CRM and contact center platforms such as Salesforce, Five9, or comparable systems.
• Proven ability to recruit, coach, develop, and retain high-performing employees.
• Experience analyzing operational reports, managing performance, and implementing process improvements.
• Strong leadership, communication, problem-solving, and conflict-resolution skills.
• Ability to lead organizational change and build a culture of accountability.

Responsibilities

• Lead, coach, and develop a team of appointment setters, confirmers, supervisors, and quality assurance personnel.
• Oversee recruiting, hiring, onboarding, training, and ongoing employee development.
• Establish clear performance expectations and provide regular coaching, feedback, and recognition.
• Conduct team meetings, individual performance discussions, and call quality reviews.
• Develop career paths, improve employee retention, and foster a positive, results-oriented culture.
• Champion Pella's E3 philosophy—Creating Extraordinary Experiences for Everyone—and The Pella Way.
• Oversee daily inbound and outbound call center operations, including lead follow-up, appointment scheduling, confirmations, and customer inquiries.
• Manage staffing, scheduling, and workload distribution to support seven-day operations.
• Monitor call activity, service levels, and customer interactions to ensure operational efficiency.
• Manage call campaigns, lead assignments, appointment boards, and customer escalations.
• Partner with Sales, Marketing, Trade, and Service teams to improve communication and customer experiences.
• Ensure accurate customer information, appointment documentation, and timely follow-up.
• Monitor and improve key performance indicators, including: Speed to lead and call answer rates, Appointment set and confirmation rates, Issued and net-issued appointments, Appointment cancellations and one-party rates, Design Consultant capacity utilization, Call quality and customer satisfaction.
• Support performance-based incentive programs that reward measurable results, quality, and customer satisfaction.

Skills

Leadership

Team development

Call center management

CRM systems

Salesforce

Five9

Performance metrics

Staffing & scheduling

Coaching & training

Customer experience

Education

Bachelor's degree in Business or related field

Tools

Salesforce

Five9

Lead Perfection

Job description

Pella Windows & Doors of DFW and West Texas in Grapevine, TX is seeking a Call Center Manager to lead our in-house customer experience and appointment-setting operations. You will manage a team of about 12, drive performance, and implement technology to improve service levels.

Ideal candidates have 5+ years in call center leadership, strong coaching skills, and hands-on experience with Salesforce and Five9 to optimize our seven-day operation and customer journeys.