Call Center Manager

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

Call Center Manager

Pella Windows & Doors of DFW and West Texas | Grapevine, TX

Join the Pella Leadership Team!

Are you an experienced call center leader who thrives on developing teams, driving performance, and creating exceptional customer experiences?

Pella Windows & Doors of DFW and West Texas is seeking a results-driven Call Center Manager to lead our in-house customer experience and appointment-setting operations in Grapevine, Texas.

This is an exciting opportunity for a hands‑on leader who enjoys building high‑performing teams, improving operational efficiency, and implementing innovative technology and processes.

As our Call Center Manager, you'll oversee a team of approximately 12 employees, drive appointment-setting performance, optimize sales capacity, and ensure every homeowner interaction reflects Pella's commitment to exceptional service.

You'll also play a key role in implementing Salesforce and Five9, strengthening performance management, and developing a culture of accountability, collaboration, and continuous improvement.

What You'll Do

Team Leadership & Development

• 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.

Call Center Operations & Customer Experience

• 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 the organization's Design Consultant capacity utilization target of 80%–90%, subject to leadership review.
• Analyze performance reports and identify opportunities to improve productivity, appointment quality, and customer experience.
• Develop coaching strategies and performance improvement initiatives.
• Support performance‑based incentive programs that reward measurable results, quality, and customer satisfaction.

Technology & Process Improvement

• Lead the adoption and effective utilization of Salesforce, Five9, and related call center technologies.
• Support CRM integrations, workflow improvements, and accurate lead and appointment tracking.
• Develop and maintain standard operating procedures, call scripts, training materials, and quality assurance processes.
• Partner with internal teams and vendors to troubleshoot systems and improve operational workflows.
• Identify opportunities to leverage AI, automation, and technology to improve efficiency and customer engagement.
• Drive continuous improvement initiatives and measure their impact on operational performance.

What We're Looking For

Required 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.

Preferred Qualifications

• Bachelor's degree in Business, Management, Marketing, Communications, or a related field.
• Experience in home improvement, in‑home sales, or appointment‑setting environments.
• Hands‑on experience with Salesforce, Five9, or Lead Perfection.
• Experience implementing structured quality assurance programs and performance‑based incentives.
• Familiarity with AI, automation, and contact center technology implementations.

What Makes You Successful in This Role?

• Leads by example: Builds trust, develops employees, and holds teams accountable.
• Thinks strategically: Uses data to identify opportunities and make informed business decisions.
• Drives results: Understands the relationship between call center performance, appointment quality, and sales success.
• Embraces change: Confidently leads teams through technology implementations and process improvements.
• Prioritizes the customer: Understands that every interaction contributes to the overall Pella experience.
• Collaborates effectively: Builds strong partnerships across departments to achieve shared goals.
• Develops talent: Invests in coaching, employee engagement, and long‑term team success.

This position operates in a fast‑paced, professional office and contact center environment.

The Call Center Manager oversees staffing for seven‑day operations and must be available for occasional evening or weekend leadership support based on business needs. Occasional travel for training or business purposes may be required.

Why Join Pella?

At Pella Windows & Doors, we're committed to delivering exceptional products, creating extraordinary customer experiences, and investing in the people who make it possible.

• Lead and develop a talented customer experience team.
• Make a measurable impact on operational performance and business growth.
• Help shape the future of our call center operations through technology and innovation.
• Collaborate with leadership across Sales, Marketing, and Operations.
• Build a culture focused on accountability, teamwork, and continuous improvement.

Equal Employment Opportunity

Pella Windows & Doors of DFW and West Texas is an equal opportunity employer. Employment decisions are made consistent with applicable federal, state, and local laws.

Reasonable accommodations may be provided to qualified individuals with disabilities in accordance with applicable law.