Joyce Windows, Sunrooms & Baths

Call Center Manager

Berea

Full-time

About This Job

Lead the Team That Drives the First Impression

At Joyce, Windows, Sunrooms & Baths, our mission is simple: deliver an unforgettable customer experience from the very first conversation. As our Call Center Manager, you'll be at the heart of that mission—leading a team of high-performing agents who turn interest into appointments, and appointments into lifelong customers.

We’re looking for a dynamic hands-on leader who thrives on coaching teams, analyzing performance, and creating a culture of energy, accountability, and growth.

What You’ll Do

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Lead a Team of 10–25+ Agents: Hire, coach, and develop a team responsible for outbound appointment setting and inbound lead response.

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Drive Performance: Own call center KPIs—contact rates, conversion %, show rate, hold time, and team productivity.

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Coach for Excellence: Listen to calls, provide actionable feedback, and foster a coaching culture that empowers people to grow.

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Leverage Tech: Utilize platforms like Five9, Salesforce, and real-time call analytics to optimize workflow and decision-making.

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Build Culture: Celebrate wins. Address challenges. Keep the team motivated, focused, and proud of the impact they make every day.

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Collaborate Cross-Functionally: Partner with Marketing and Sales to ensure lead quality, schedule availability, and seamless handoffs.

Requirements

What You Bring

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3–5 years of experience leading a call center or inside sales team (preferably in home services, retail, or direct response).

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Proven success managing teams toward aggressive KPIs and conversion goals.

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Excellent communicator and motivator—someone who leads from the front.

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Hands-on experience with dialer software (Five9, RingCentral, etc.) and CRMs (Salesforce, HubSpot).

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Data-driven mindset—you love dashboards and turning metrics into action.

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Passion for coaching and helping people grow into their best selves.

Benefits

* Competitive Salary + Performance Bonuses

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Health, Dental, Vision, and 401(k) with company match

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Paid Time Off + Paid Holidays

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Leadership development programs and promotion from within

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A supportive, energetic, no-ego environment where your ideas matter

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