Call Center Manager Job at Joyce Windows, Sunrooms & Baths, Berea, OH

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  • Joyce Windows, Sunrooms & Baths
  • Berea, OH

Job Description

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

  • Lead a Team of 10–25+ Agents : Hire, coach, and develop a team responsible for outbound appointment setting and inbound lead response.
  • Drive Performance : Own call center KPIs—contact rates, conversion %, show rate, hold time, and team productivity.
  • Coach for Excellence : Listen to calls, provide actionable feedback, and foster a coaching culture that empowers people to grow.
  • Leverage Tech : Utilize platforms like Five9, Salesforce, and real-time call analytics to optimize workflow and decision-making.
  • Build Culture : Celebrate wins. Address challenges. Keep the team motivated, focused, and proud of the impact they make every day.
  • Collaborate Cross-Functionally : Partner with Marketing and Sales to ensure lead quality, schedule availability, and seamless handoffs.

About Joyce Windows, Sunrooms & Baths

Joyce Windows, Sunrooms & Baths is a third-generation, family-owned company that’s been transforming homes since 1955. We manufacture and install our own premium windows, sunrooms, and bath products—giving homeowners unbeatable factory-direct value. Join us, and be part of a company where your contributions are valued, your growth is supported, and your work makes a lasting impact on the homes and lives of our customers.

Requirements

What You Bring

  • 3–5 years of experience leading a call center or inside sales team (preferably in home services, retail, or direct response).
  • Proven success managing teams toward aggressive KPIs and conversion goals.
  • Excellent communicator and motivator—someone who leads from the front.
  • Hands-on experience with dialer software (Five9, RingCentral, etc.) and CRMs (Salesforce, HubSpot).
  • Data-driven mindset—you love dashboards and turning metrics into action.
  • Passion for coaching and helping people grow into their best selves.

Benefits

  • Competitive Salary + Performance Bonuses
  • Health, Dental, Vision, and 401(k) with company match
  • Paid Time Off + Paid Holidays
  • Leadership development programs and promotion from within
  • A supportive, energetic, no-ego environment where your ideas matter

Job Tags

Holiday work, Full time,

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