Call Center Manager - Growth & Performance Leader

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

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.