Call Center Manager

Job overview

The Call Center Manager role is onsite in Cleveland, OH, with a base salary of $70,000–$80,000 per year, plus performance-based incentives. The manager leads Window Nation’s Highland Hills contact center, supporting inbound and outbound operations. This role exists to improve appointment generation, conversion, service levels, and customer experience while developing agents and strengthening operational performance. The manager uses performance data and contact-center tools to guide measurable improvements.

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 agents
• monitor call quality
• analyze performance data
• use CRM, speech analytics, Voice AI, and engagement tools to optimize performance
• support a positive customer experience.

What we're looking for

Skills & competencies

call center manager

cleveland oh

window nation

inbound operations

outbound operations

appointment setting

conversion performance

customer experience

agent coaching

crm

speech analytics

voice ai

$70k–$80k/year

Work arrangement

• Weekend coverage required

Benefits & perks

• Performance-based incentives
• career growth opportunities.

Why this role

Leadership role with direct influence on team performance and business growth; 5+ years of call center management experience and 7+ years in a call center or related customer contact environment required.

About the employer

Window Nation is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.