Call Center Manager: Lead a Growing Team, $100K+ Total

Yankee Home Improvement Inc; Chicopee (MA); Presencial; USD 70.000 - 78.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision

401k matching

Paid time off and holidays

Descripción de la vacante

Yankee Home Improvement Inc. in Chicopee, MA is seeking a Call Center Manager to lead a busy in-person team. The role focuses on driving performance, coaching supervisors, and managing the end-to-end appointment process from lead to demo.

The position offers a base salary of $70,000–$78,000 with bonuses and the potential for total compensation over $100,000. Benefits include health coverage and 401k matching, with PTO and holidays.

Formación

• 3+ years leading a contact center or call center operations.
• Experience managing supervisors or team leads, not just reps.
• Ability to translate KPI data into coaching that changes results.
• Familiarity with CRMs, dialers, and lead-management tools.
• Strong communication, organization, and problem-solving skills.
• Flexibility to work some evenings and Saturdays.

Responsabilidades

• Build the team: hire, train, and coach reps and team leads.
• Own the numbers: speed-to-lead, contact rates, set rates, confirmations, issued appointments.
• Run the floor: staffing, scheduling, and workforce planning across multiple markets.
• Keep quality high: listen to calls, score, and coach to a standard.
• Fix bottlenecks: optimize CRM, dialer, and lead systems.
• Work as one team: partner with sales and marketing to keep the pipeline moving.
• Be out there: be visible and supportive to the team on the floor.

Conocimientos

Team leadership

KPI coaching

CRM & dialer experience

Communication

Scheduling & workforce planning

Evenings & Saturdays availability

Herramientas

CRM software

Dialer software

Descripción del empleo

Yankee Home Improvement Inc. in Chicopee, MA is seeking a Call Center Manager to lead a busy in-person team. The role focuses on driving performance, coaching supervisors, and managing the end-to-end appointment process from lead to demo.

The position offers a base salary of $70,000–$78,000 with bonuses and the potential for total compensation over $100,000. Benefits include health coverage and 401k matching, with PTO and holidays.