Call Center Manager - Cleveland Area

Window Nation; Cleveland (OH); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Opportunity to influence team and grow

Hands-on leadership with visibility

Career growth within a growing company

Job summary

Window Nation is seeking a Call Center Manager to lead our Highland Hills, OH contact center and drive growth. You’ll oversee inbound/outbound operations, coach agents, and optimize performance using CRM, speech analytics, and Voice AI.

The role emphasizes service excellence and measurable improvements across a high-volume environment. Ideal candidates have 5+ years in call center management and 7+ years in a customer contact setting, with a High School Diploma or equivalent.

Qualifications

• 5+ years of call center management experience, including coaching, hiring, and performance management.
• 7+ years of experience in a call center or related customer contact environment.
• High School Diploma, GED, or equivalent.

Responsibilities

• Lead daily inbound and outbound call center operations.
• Drive appointment-setting, conversion, and service-level results.
• Recruit, coach, develop, and manage call center agents.
• Monitor call quality and use coaching to improve customer interactions.
• Analyze performance data and implement measurable improvements.
• Leverage CRM, speech analytics, Voice AI, and engagement tools to optimize performance.
• Ensure a positive customer experience across all customer touchpoints.

Skills

Coaching

Hiring

Performance management

Analytical skills

CRM platforms

Microsoft Office

Microsoft Dynamics

Five9 / VoIP

Speech analytics

Voice AI

Chat / SMS technologies

Lead generation

Appointment-setting

Education

High School Diploma / GED / equivalent

Bachelor's degree preferred

Tools

CRM platforms

Microsoft Office (Excel)

Microsoft Dynamics

Five9 or similar VoIP platforms

Job description

Lead a high-performing call center team that turns customer conversations into qualified appointments and measurable business growth.

Window Nation is seeking a Call Center Manager to lead our Highland Hills, OH (Cleveland area) contact center. This hands-on leadership role oversees appointment generation, conversion performance, customer experience, and team development across inbound and outbound operations. You’ll develop high-performing agents and implement initiatives that drive growth and operational excellence.

Success in this role means increasing appointment conversion, building a high-performing team, delivering an exceptional customer experience.

What You'll Do:

• Lead daily inbound and outbound call center operations.
• Drive appointment-setting, conversion, and service-level results.
• Recruit, coach, develop, and manage call center agents.
• Monitor call quality and use coaching to improve customer interactions.
• Analyze performance data and implement measurable improvements.
• Leverage CRM, speech analytics, Voice AI, and engagement tools to optimize performance.
• Ensure a positive customer experience across all customer touchpoints.

Qualifications:

• 5+ years of call center management experience, including coaching, hiring, and performance management
• 7+ years of experience in a call center or related customer contact environment
• High School Diploma, GED, or equivalent

Preferred Experience:

• Experience leading sales-focused contact center teams, appointment-setting, lead generation, or customer engagement environments
• Strong analytical skills with the ability to identify trends, uncover opportunities, and drive business results
• Ability to adapt quickly, manage competing priorities, and deliver results in a fast-paced environment
• Self-starter who proactively identifies opportunities and drives initiatives from concept through execution
• CRM platforms and Microsoft Office (Excel); Microsoft Dynamics preferred
• Five9 or similar VoIP platforms, speech analytics, Voice AI, and chat/SMS technologies
• Bachelor's degree preferred, but not required

What We Offer:

• Opportunity to directly influence team performance and business growth
• Hands-on leadership role with visibility and impact
• Career growth within a growing organization

The expected base salary range for this position is $70,000-$80,000, plus performance-based incentives. Actual compensation will be determined based on factors such as relevant experience, skills, education, geographic location, job-related qualifications, and internal equity.

If you've successfully built strong call center teams, improved performance, and delivered measurable business results, we'd love to hear from you.

$70,000 - $80,000 a year

#LI-LM1

#WN1

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.