Call Center Leader — Drive CX & Team Performance

Pella DFW & West Texas; Grapevine (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Pella Windows & Doors of DFW and West Texas in Grapevine, TX, is seeking a results-driven Call Center Manager to lead our in-house customer experience and appointment-setting operations. This hands-on leader will build a high-performing team and drive performance to deliver exceptional service.

You’ll oversee ~12 staff, implement Salesforce and Five9, and partner with Sales, Marketing, and Service to improve processes.

Qualifications

• 5+ years of leadership in call center or contact center operations.
• 3+ years managing supervisors or team leaders.
• Experience improving customer experience and performance metrics.
• Familiarity with CRM and contact center platforms such as Salesforce and Five9.
• Proven ability to recruit, coach, and retain high-performing employees.

Responsibilities

• Lead, coach, and develop a team of appointment setters, supervisors, and QA personnel.
• Oversee recruiting, onboarding, training, and ongoing development.
• Manage daily inbound/outbound call center operations and staffing for 7 days.
• Monitor KPIs: speed to lead, appointment rates, handling time, and CSAT.
• Collaborate with Sales, Marketing, and Service to improve customer experience.

Skills

Leadership experience

Call center operations

CRM proficiency

Education

Bachelor's degree (Business/Management/Marketing/Communications)

Tools

Salesforce

Five9

Lead Perfection

Job description

Pella Windows & Doors of DFW and West Texas in Grapevine, TX, is seeking a results-driven Call Center Manager to lead our in-house customer experience and appointment-setting operations. This hands-on leader will build a high-performing team and drive performance to deliver exceptional service.

You’ll oversee ~12 staff, implement Salesforce and Five9, and partner with Sales, Marketing, and Service to improve processes.