Call Center Manager in Chicopee, Massachusetts at Yankee Home Improvement Inc

Call Center Manager

Yankee Home | Chicopee, MA | Full-Time

Pay: $70,000–$78,000 Base + Performance Bonuses | Expected Total Compensation $100,000+

Lead the Team That Drives Our Sales Success

Yankee Home is looking for an experienced, results-driven Call Center Manager to lead our inbound and outbound operations, develop a high-performing team, and drive the appointment volume that fuels our sales organization.

If you're a hands-on leader who thrives in a fast-paced environment, uses data to drive results, and knows how to motivate a team, we want to hear from you!

What We Offer

• $70,000–$78,000 base salary, based on experience.
• Performance-based bonuses tied to appointment set rates, issued appointments, and demo conversion, with expected total compensation exceeding $100,000 annually.
• Medical, dental, and vision benefits.
• Paid time off.
• A promote-from-within culture, with many leaders having started on the phones or in the field.
• The backing of an established company with thousands of five-star reviews and industry-leading warranties.

Who We Are

Yankee Home is New England's most referred contractor, specializing in bath, window, and door remodeling throughout MA, CT, the Capital Region of NY, Southern VT, and Southern NH.

Since 2008, we've lived by one motto: Get It Done Right, The First Time, Never Cattywampus.

Our four core values — Integrity, Responsibility, Excellence, and Listening — guide everything we do.

What You'll Do

As our Call Center Manager, you'll oversee the team responsible for lead qualification, appointment setting, confirmations, and rehash. You'll work closely with sales and marketing leadership to turn leads into issued appointments and completed in-home sales demonstrations.

• Lead & Develop: Manage daily inbound and outbound operations while recruiting, training, coaching, and developing representatives and team leads.
• Drive Performance: Monitor KPIs, including speed-to-lead, contact rates, appointment set rates, confirmations, and issued appointments. Use data to improve conversion and productivity.
• Manage Operations: Oversee staffing, scheduling, and workforce planning across a high-volume, multi-market call center.
• Ensure Quality: Maintain call quality and compliance standards through call monitoring, scoring, and ongoing coaching.
• Improve Processes: Identify operational bottlenecks, solve root causes, and optimize CRM, dialer, and lead-management systems.
• Collaborate: Partner with sales and marketing leadership to keep the pipeline running smoothly from lead generation to completed demos.
• Lead from the Floor: Be a visible, hands-on leader who supports the team and drives accountability.

What We're Looking For

• 3+ years of contact center leadership experience, ideally in appointment setting, inside sales, or lead management.
• Experience managing supervisors or team leads, not just individual representatives.
• Strong analytical skills with the ability to turn KPI data into actionable coaching and performance improvements.
• Experience with CRM platforms, dialers, and lead-management technology.
• Excellent communication, organization, leadership, and problem-solving skills.
• Flexibility to work a schedule that may include evenings and Saturdays.

Highly Preferred:

• Home improvement or home services industry experience (windows, baths, doors, siding, roofing).
• Familiarity with speed-to-lead programs and paid digital leads.
• Experience supporting an in-home sales organization.
• A promote-from-within culture, with many leaders having started on the phones or in the field.
• The backing of an established company with thousands of five-star reviews and industry-leading warranties.

Ready to Make an Impact?

If you're ready to lead a strong team, take ownership of results, and play a key role in a growing company, apply today to join Yankee Home!

Yankee Home is an Equal Employment Opportunity Employer.