Call Center Manager at Aspen Windows – Lancaster, Pennsylvania

WHO WE NEED

Our focus isn’t on just hiring people—it’s on assembling the right team. That means we’re looking for people who are hungry for success, enthusiastic, and always open to learning. Around here, we support each other, hold ourselves to a high standard, and bring out the best in one another.

WHO WE ARE

We are Aspen Home Improvements. We’re a customer service company first—home improvement experts second. We are about people and strive to make exterior home projects hassle-free all while combining exceptional service with top quality products and craftsmanship.

We want people who embody our core values and want to be the B.E.S.T.

Be A Solutionist - They focus on outcomes not obstacles and seek improvement.

Expand Your Boundaries - They desire personal and professional growth and new perspectives.

Show Selflessness - They focus on collective success over personal recognition. They also see the world through the eyes of someone else.

Trustworthiness - They are dependable and maintain integrity.

WHAT’S NEXT

Some things you just don’t hear—you feel them. That sense of purpose, of drive, of belonging to something bigger than yourself. If you’re ready to work with a team that feels more like a family, apply today. If we connect on the phone, we’ll invite you in for a face-to-face interview! If the team feels that spark in you—the one that drives us every day—then quite possibly you’ll become the next driving force that helps our family grow even stronger!

We are seeking an experienced and results-driven Call Center Manager to lead our outbound call center team. This role is responsible for overseeing daily operations, driving appointment-setting performance, coaching agents, and ensuring a high level of customer engagement. The ideal candidate has a strong background in outbound sales environments and a proven ability to motivate teams to exceed goals.

• Manage and oversee daily call center operations focused on outbound appointment setting
• Lead, coach, and develop a team of call center representatives to meet and exceed KPIs
• Monitor call quality, scripts, and compliance to ensure effective and professional communication
• Track and analyze performance metrics (call volume, conversion rates, appointments set, etc.)
• Develop and implement strategies to improve contact rates and booking success
• Hire, onboard, and train new call center staff
• Collaborate with marketing and sales teams to align messaging and campaign performance
• Handle escalated customer interactions and resolve issues professionally
• Maintain CRM data accuracy and reporting
• Ensure adherence to company policies and applicable calling regulations

• 3+ years of call center management experience (preferably outbound or sales-focused)
• Proven track record of achieving or exceeding performance targets
• Strong leadership, coaching, and team-building skills
• Experience with dialers, CRM systems, and call tracking software
• Excellent communication and problem-solving abilities
• Ability to analyze data and make performance-driven decisions
• High energy, self-motivated, and results-oriented mindset

• Experience in home improvement, construction, or in-home sales industries
• Familiarity with appointment-setting campaigns
• Knowledge of TCPA and outbound calling compliance regulations

• Appointments set per agent
• Contact rate and conversion rate
• Call quality scores
• Agent productivity and attendance
• Revenue generated from booked consultations

• Competitive base salary + performance bonuses
• Health, dental, and vision insurance
• Paid time off and holidays
• Career growth opportunities

• Fast-paced, goal-oriented call center environment
• Primarily office-based
• Standard business hours with occasional evening/weekend shifts depending on needs