Call Center Manager - Cleveland Area
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
- 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
Preferred Experience:
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. Apply today!
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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.
Skills
As published by lever · 14 questions · 1 written answer
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Portfolio URL, Other website
Short answers (3)
- If you are a FORMER NewSouth, Armorvue, or Window Nation employee, please enter your 6-digit employee number. optional
- If you were referred by a Window Nation employee, please provide the employee’s first and last name optional
- If you selected 'Other', please specify. optional
Pick from a list (10)
- *If offered employment, are you willing to complete a pre-employment background check in accordance with applicable laws and company policy?
- *Are you legally authorized to work in the United States, and will you require employment visa sponsorship now or in the future?
- *Does the posted compensation range align with your expectations?
- Are you a former or current NewSouth, Armorvue or Window Nation employee? NOTE: If you are a former employee, please include your employee number in the next question. If you are a CURRENT employee, you'll need to submit your application through the internal career page to be considered.
- How did you hear about this job opening? optional
- *How many total years of experience do you have in a call center or related customer contact environment?
- *How many years have you managed call center operations, including coaching, hiring, and performance management?
- *Do you have a high school diploma, GED, or equivalent?
- Which activities have you directly managed in a call or contact center? Select all that apply. optional
- Would you like to receive text message updates regarding this application? (Window Nation will not share or sell your information.)
Written answers (1)
- What is one specific change you made as a call center manager that helped your team perform better? (1-2 sentences is plenty. Exact metrics aren't required.)