Call Center Manager

Pella Windows & Doors of DFW and West Texas | Grapevine, TX

Are you an experienced call center leader who thrives on developing teams, driving performance, and creating exceptional customer experiences?

Pella Windows & Doors of DFW and West Texas is seeking a results-driven Call Center Manager to lead our in-house customer experience and appointment-setting operations in Grapevine, Texas.

This is an exciting opportunity for a hands‑on leader who enjoys building high‑performing teams, improving operational efficiency, and implementing innovative technology and processes.

As our Call Center Manager, you'll oversee a team of approximately 12 employees, drive appointment-setting performance, optimize sales capacity, and ensure every homeowner interaction reflects Pella's commitment to exceptional service.

You'll also play a key role in implementing Salesforce and Five9, strengthening performance management, and developing a culture of accountability, collaboration, and continuous improvement.

Team Leadership & Development

• Lead, coach, and develop a team of appointment setters, confirmers, supervisors, and quality assurance personnel.
• Oversee recruiting, hiring, onboarding, training, and ongoing employee development.
• Establish clear performance expectations and provide regular coaching, feedback, and recognition.
• Conduct team meetings, individual performance discussions, and call quality reviews.
• Develop career paths, improve employee retention, and foster a positive, results‑oriented culture.
• Champion Pella's E3 philosophy—Creating Extraordinary Experiences for Everyone—and The Pella Way.

Call Center Operations & Customer Experience

• Oversee daily inbound and outbound call center operations, including lead follow‑up, appointment scheduling, confirmations, and customer inquiries.
• Manage staffing, scheduling, and workload distribution to support seven‑day operations.
• Monitor call activity, service levels, and customer interactions to ensure operational efficiency.
• Manage call campaigns, lead assignments, appointment boards, and customer escalations.
• Partner with Sales, Marketing, Trade, and Service teams to improve communication and customer experiences.
• Ensure accurate customer information, appointment documentation, and timely follow‑up.
• Monitor and improve key performance indicators, including:
• Speed to lead and call answer rates.
• Appointment set and confirmation rates.
• Issued and net‑issued appointments.
• Appointment cancellations and one‑party rates.
• Design Consultant capacity utilization.
• Call quality and customer satisfaction.
• Support the organization's Design Consultant capacity utilization target of 80%–90%, subject to leadership review.
• Analyze performance reports and identify opportunities to improve productivity, appointment quality, and customer experience.
• Develop coaching strategies and performance improvement initiatives.
• Support performance‑based incentive programs that reward measurable results, quality, and customer satisfaction.

Technology & Process Improvement

• Lead the adoption and effective utilization of Salesforce, Five9, and related call center technologies.
• Support CRM integrations, workflow improvements, and accurate lead and appointment tracking.
• Develop and maintain standard operating procedures, call scripts, training materials, and quality assurance processes.
• Partner with internal teams and vendors to troubleshoot systems and improve operational workflows.
• Identify opportunities to leverage AI, automation, and technology to improve efficiency and customer engagement.
• Drive continuous improvement initiatives and measure their impact on operational performance.

Required Qualifications

• 5+ years of leadership…