Call Center Manager

Window Nation; Cleveland (OH); On-site; USD 80,000 - 85,000; Full time

Job summary

Window Nation is seeking a seasoned Call Center Manager to lead a high-performing inbound/outbound sales team in a fast-paced environment. You will recruit, develop, and motivate agents, turning insights into actions that drive appointment growth and customer satisfaction.

The role requires strong analytics, VOIP/CRM proficiency, and a proven ability to balance competing priorities while delivering measurable results in a growing, inclusive company.

Qualifications

• Minimum 5+ years of Call Center management experience.
• Strong analytical and problem-solving skills; translate data into actionable plans.

Responsibilities

• Lead inbound and outbound call center operations to drive sales appointments and customer experience.
• Develop and implement improvement plans with clear goals and timelines; monitor results.

Skills

Call Center management

Leadership

Data analytics

Problem solving

Multi-tasking

Education

High School Diploma or GED

Bachelor’s degree preferred

Tools

Five9

CRM systems

MS Dynamics

MS Office Suite

Job description

One Goal, One Passion - Growth is Everything at Window Nation

Recruiting the best talent is one of Window Nation’s main goals. With growth always being our number one priority, we’re committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.

The Call Center Manager leads a high-performing team in a fast-paced, inbound and outbound sales environment, driving appointment growth, operational excellence, and an exceptional customer experience. This hands-on leader recruits, develops, and motivates agents, uses data and technology to uncover opportunities, and turns insights into actionable plans that deliver measurable results. Success requires agility, initiative, and the ability to manage competing priorities while consistently meeting and exceeding performance goals.

Core Responsibilities

• Analyze call center performance data to identify trends, root causes, and opportunities to improve sales conversion, productivity, quality, and customer experience.
• Operational experience using speech analytics, Voice AI, and chat/SMS platforms to improve agent performance, customer engagement, and call center results, including monitoring effectiveness and identifying opportunities to optimize their use.
• Develop and execute actionable improvement plans with clear goals, timelines, and accountability; monitor results and adjust strategies to achieve sustained improvement.

Basic Qualifications

• 5+ years of Call Center management experience
• 7+ years of experience in a call center or related environment
• High School Diploma, GED, or equivalent
• Strong analytical and problem-solving skills, with the ability to translate data and insights into practical solutions and measurable results.
• Demonstrated agility in adapting to changing business needs, shifting priorities, and operational challenges.
• Ability to manage multiple priorities, organize competing demands, and follow through on commitments in a fast-paced environment.
• Self-starter who proactively identifies opportunities, takes initiative, and drives improvements from planning through execution.

Preferred Qualifications

• Bachelor’s degree in related field a plus
• Ability to learn Window Nation’s business model, products, and processes quickly
• VOIP system (Five9) proficiency a plus
• Proficiency with CRM systems
• Experience with MS Suite (Dynamics experience a plus)
• Detail-oriented, with the ability to multi-task and follow-up as needed
• Ability to work well under pressure and make sound decisions quickly in a fluid, fast business environment
• Experience in Lead Perfection

$80,000 - $85,000 a year

Window Nation cultivates a culture of inclusion that respects our employees’ individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.

At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.