Call Center Manager

West Shore; Harrisburg (Dauphin County); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading home remodeling brand is seeking a Manager – Outbound Programs to oversee staffing and skills development within the outbound sales team. This role requires enhancing performance, mentoring team leads, and ensuring compliance with regulations while driving productivity through strategic initiatives. Join a company recognized for its culture and commitment to employee growth.

Benefits

Multiple health insurance options

401K retirement plan with company match

Paid holidays and paid time off (PTO)

Continued training & leadership development opportunities

Unlimited professional and personal growth potential

Qualifications

• Proven experience in outbound call center management.
• Strong leadership and communication skills are essential.
• Ability to analyze data and make strategic decisions.

Responsibilities

• Manage and lead a team of Outbound Inside Sales Agents.
• Monitor and analyze call center metrics for improvement.
• Train and coach agents to achieve their potential.

Skills

Leadership

Communication

Problem Solving

Customer Focus

Data Analysis

Education

Bachelor’s degree preferred

High school diploma or equivalent required

Tools

MS Office

Salesforce

Job description

Posted Thursday, June 19, 2025 at 4:00 AM

We are on a mission to do something that has never been done before – to build the first nationwide home remodeling brand. That requires a high level of imagination, commitment, and determination from people who take extreme ownership of their circumstances. We are proud that our commitment to culture has earned us the 2024 Top Workplaces USA award as one of the nation’s top employers, as well as distinct recognition in the following categories: Leadership, Purpose & Values, and Compensation & Benefits.

The Manager – Outbound Programs will be responsible for the staffing and ongoing skills development of all Outbound Team Leads and Representatives. This role’s responsibilities will include ensuring that Team Leads meet all daily and weekly expectations for call monitoring, coaching, and motivating their teams to ensure they meet or exceed performance standards. In addition, they will be accountable for achieving assigned performance targets and maintaining staffing levels necessary to efficiently handle lead volume. The Manager – Outbound Programs will participate in all management level meetings and strategic planning, while conducting weekly team performance reviews and monthly PEAs with direct reports.

Key Role Accountabilities:

• Manage and lead a team of Outbound Inside Sales Agents.
• Plan and lead weekly team meeting to provide updates and team performance review.
• Develop and implement strategies to increase productivity and improve performance.
• Monitor and analyze call center metrics to identify areas for improvement.
• Ensure compliance with all regulations, including Do Not Call list requirements.
• Train and coach agents to achieve their full potential.
• Manage expectations for daily and weekly coaching and call monitoring.
• Handle escalated customer issues and provide solutions.
• Collaborate with other departments to ensure seamless operations.
• Prepare reporting for weekly team review meeting with Inside Sales Manager
• Bachelor’s degree preferred; high school diploma or equivalent required.
• Proven experience in outbound call center management.
• Strong leadership and communication skills.
• Ability to analyze data and make strategic decisions.
• Knowledge of Do Not Call list regulations and best practices.
• Customer-focused mindset and problem-solving abilities.
• Proficiency in MS Office and Salesforce.

We Invest in You:

• Multiple health insurance options (medical, dental, vision, accident, life, critical illness, and short- and long-term disability)
• 401K retirement plan with company match
• Paid holidays and paid time off (PTO)
• Continued training & leadership development opportunities
• Unlimited professional and personal growth potential

Our Growth Story:

What started as a local window & door replacement company in a small Pennsylvania suburb has grown into a technology-enabled home improvement powerhouse with over 3,000 employees across 21+ states. With continued national expansion plans, we have committed ourselves to staying true to our roots with a customer-first mindset and an employee-centric culture. While we come from different backgrounds and experiences, we are aligned by our values and are driven by a common goal – becoming America’s Most Admired Home Remodeling Brand.

We operate at our best when every employee works to achieve their individual potential. To facilitate this, West Shore Home actively invests in our people by providing the structure and support to challenge you as you grow professionally and offering tools to achieve personal satisfaction. If you are looking to unlock your potential and find out what you are truly capable of, there is no better place to do so.

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It is the policy of West Shore Home to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.