Call Center Manager

Yankee Home Improvement Inc; Chicopee (MA); On-site; USD 70,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, and vision

401k matching

Paid time off and holidays

Job summary

Yankee Home Improvement Inc. in Chicopee, MA is seeking a Call Center Manager to lead a busy in-person team. The role focuses on driving performance, coaching supervisors, and managing the end-to-end appointment process from lead to demo.

The position offers a base salary of $70,000–$78,000 with bonuses and the potential for total compensation over $100,000. Benefits include health coverage and 401k matching, with PTO and holidays.

Qualifications

• 3+ years leading a contact center or call center operations.
• Experience managing supervisors or team leads, not just reps.
• Ability to translate KPI data into coaching that changes results.
• Familiarity with CRMs, dialers, and lead-management tools.
• Strong communication, organization, and problem-solving skills.
• Flexibility to work some evenings and Saturdays.

Responsibilities

• Build the team: hire, train, and coach reps and team leads.
• Own the numbers: speed-to-lead, contact rates, set rates, confirmations, issued appointments.
• Run the floor: staffing, scheduling, and workforce planning across multiple markets.
• Keep quality high: listen to calls, score, and coach to a standard.
• Fix bottlenecks: optimize CRM, dialer, and lead systems.
• Work as one team: partner with sales and marketing to keep the pipeline moving.
• Be out there: be visible and supportive to the team on the floor.

Skills

Team leadership

KPI coaching

CRM & dialer experience

Communication

Scheduling & workforce planning

Evenings & Saturdays availability

Tools

CRM software

Dialer software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Manager

Telemarketing Full Time Yankee Home Improvement Inc, Chicopee, MA, US

2 days ago Requisition ID: 1087

Salary Range: $70,000.00 To $78,000.00 Annually

We're Looking for Our Next Long-Term Call Center Manager

Yankee Home · Chicopee, MA · Full-Time, In-Person
$70K-$78K base + bonuses · Expected total comp $100K+

What You Get

• $70,000-$78,000 base, depending on experience
• Real bonus upside tied to appointment set rates, issued appointments, and demo conversions, with expected total compensation over $100K
• Medical, dental, and vision, 401k matching
• Paid time off and Paid Holidays
• A promote-from-within culture where plenty of our leaders started on the phones or in the field
• A stable, growing company that’s in it for the long term, just like we hope you are

This Is a Place People Retire From

At a lot of companies, a "Call Center Manager" posting means the last person burned out or bounced after 18 months. That's not us. People build careers at Yankee Home, and some have stayed all the way to retirement.

We're not looking for a résumé stop. We're looking for someone who wants to build something, put down roots, and still be leading this team years from now.

Who We Are

We've been doing this since 2008, and we've grown into New England's most referred bath, window, and door contractor, serving MA, CT, the Capital Region of NY, Southern VT, and Southern NH. Thousands of five-star reviews and industry-leading warranties mean you're never selling something you have to apologize for.

We have a motto we actually mean: Get It Done Right, The First Time, Never Cattywampus. And we run on four values: Integrity, Responsibility, Excellence, and Listening.

What You'll Actually Do

Your team is the engine behind every sales appointment we run. Leads come in, your crew qualifies them, books them, confirms them, and rehashes the ones that slipped through. You make sure all of that runs fast, smart, and friendly.

• Build the team. Hire, train, and coach reps and team leads, and help them grow into what's next.
• Own the numbers. Speed-to-lead, contact rates, set rates, confirmations, issued appointments. You'll know them cold and use them to coach, not just to report.
• Run the floor. Staffing, scheduling, and workforce planning across a busy, multi-market operation.
• Keep quality high. Listen to calls, score them, and coach to a standard you're proud of.
• Fix what's broken. Find bottlenecks, solve the root cause, and get the most out of our CRM, dialer, and lead systems.
• Work as one team. Partner closely with sales and marketing leadership to keep the pipeline humming from first click to completed demo.
• Be out there. This isn’t a closed-door job. Your team should see you, hear you, and know you've got their back.

You're Probably Our Person If You Have

• 3+ years leading a contact center, ideally in appointment setting, inside sales, or lead management
• Experience managing supervisors or team leads, not just reps
• A knack for turning KPI data into coaching that actually changes results
• Comfort with CRMs, dialers, and lead-management tools
• Strong communication, organization, and problem-solving skills
• Flexibility to work some evenings and Saturdays

Yankee Home is an Equal Employment Opportunity Employer.