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Call Center Manager

Call Center Manager

Job Description

Universal Windows Direct is one of the fastest growing home improvement companies in all of America. This unprecedented growth is a result of our unique ability to supply the homeowner with the highest quality products at or below market prices. Due to our buying power, we are able to get factory direct pricing to the consumer without the additional cost associated with a "normal" home improvement company.

At Universal Windows Direct we have a window that can fit into any budget, we allow the homeowner to customize the exact style and options that would fit best in their home. We understand that today's consumer is ever changing and what fits for one homeowner may not fit another. Our factory trained representatives will guide you during your decision making process to find the perfect window for your home.

And don't forget, we also offer a variety of other high quality products, including entry doors, vinyl siding, gutter protection and more. So experience for yourself the Universal difference and see why "the price reflects when you buy direct."

We are looking for dedicated leaders to join our ever-growing Call Center. This is an excellent opportunity to work in a fast paced, team-centered call center environment! As a Call Center Manager with Universal Windows Direct, you will be responsible for the day to day oversight of your team of Call Center Reps as well as making a high volume of outbound calls in order to meet our appointment setting goals.

Job Requirements

  • Directly supervising a team of Call Center Reps which includes: training, developing, coaching, counseling, and potentially administering disciplinary actions.
  • Entering payroll on a weekly basis for your team of Call Center Reps.
    • Conducting development and production meetings with your team.
    • Making outbound calls to schedule free in-home estimates.
    • Monitoring your team's call activities and performing QA on calls.
    • Mentoring staff and overseeing the team's activities.
    • Training new hires and reinforcing training for existing reps.
    • Creating job training aides.
    • Assisting in the interview process of hiring the Call Center Reps.


    • HS Diploma or equivalent.
    • 3 + years experience leading, managing or supervising 5 + direct reports in a customer service role/ environment.
    • 3 + years of call center experience
    • Intermediate skills with Microsoft Office Suite to include Word, Excel, PowerPoint and Outlook with the ability to navigate a Windows environment
    • Possess good typing skills and use proper grammar
    • Dependable and adaptable to change in a fast paced call center environment

    Job Snapshot

    Employment Type Full-Time
    Job Type Customer Service, Management
    Education Not Specified
    Experience Not Specified
    Manages Others Not Specified
    Industry Building Materials, Homebuilding
    Required Travel Not Specified
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    Call Center Manager

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