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Inside Sales Center Manager - Lousiville, KY
Renewal by AndersenLouisville, United Statesfull_timeVerifiedPosted 4 Dec 2025
About the role
Renewal by Andersen of Kentucky & Southern Indiana is seeking a dynamic, results-driven ISCManager to lead our call center team. This role oversees the call center and is responsible forensuring excellent customer experience for homeowners interested in window and doorreplacement.
In this role, you will be the frontline leader of our scheduling team- coaching, mentoring, anddeveloping a high-performing team to deliver Renewal by Andersen’s Signature Service. Youwill oversee the team’s daily operations, performance, and professional growth while managingkey call center metrics, optimizing workflows, and maintaining a positive, accountable teamculture. The ISC Manager ensures every homeowner receives a smooth, professional, andhigh-quality interaction from the first phone call to the scheduled design consultation.
Key ResponsibilitiesTeam Leadership & Development● Lead, coach, and develop a team of remote and local Scheduling Agents to meet andexceed performance goals.● Conduct 1:1s, performance reviews, call monitoring, and ongoing coaching.● Foster a high-energy, supportive culture that aligns with Renewal by Andersen values.Operational Management● Oversee daily operations of the ISC including inbound/outbound call handling, leadscheduling, and appointment confirmation processes in our local and remote offices.● Monitor staffing, scheduling, and workflow to ensure adequate coverage during peaktimes.● Ensure agents follow scripting, compliance, and quality standards.Performance Metrics & Reporting● Track and manage key call center metrics such as: ○ Speed to lead ○ Contact rate ○ Days to set appointment ○ Call quality ○ Attendance & adherence● Analyze performance data and implement improvements to maximize efficiency andappointment quality.● Maintain alignment with national Renewal by Andersen ISC standards and bestpractices.Cross-Functional Collaboration● Work closely with the Marketing and Events teams schedule incoming leads and providefeedback and insights on appointment quality and lead trends by territory.● Collaborate with the Design Consultant team to ensure schedules are accurate, efficient,and balanced across service areas in Kentucky & Southern Indiana.
QualificationsRequired● 3+ years of call center leadership experience (team lead, supervisor, or manager).● Proven experience managing a team in a metrics-driven environment.● Strong coaching, communication, and leadership skills.● Ability to analyze data and make operational decisions.● Experience using call center software, CRMs, or performance dashboards.● Ability to travel to our Evansville and Lexington offices is required, as well as some travelto other affiliate locations for training.
Preferred● Experience in home improvement, service industry, or appointment-settingenvironments.● Background creating a strong call center culture with accountability and support.
What We Offer● Competitive salary + performance-based bonus● Medical, dental, vision, and 401(k)● Paid time off and holidays● Growth opportunities within a nationally recognized brand● A supportive and family-focused local team culture● The stability and reputation of Andersen Corporation
Work LocationThis is an on-site leadership role at our Louisville office, supporting teams schedulingappointments across Kentucky and Southern Indiana
In this role, you will be the frontline leader of our scheduling team- coaching, mentoring, anddeveloping a high-performing team to deliver Renewal by Andersen’s Signature Service. Youwill oversee the team’s daily operations, performance, and professional growth while managingkey call center metrics, optimizing workflows, and maintaining a positive, accountable teamculture. The ISC Manager ensures every homeowner receives a smooth, professional, andhigh-quality interaction from the first phone call to the scheduled design consultation.
Key ResponsibilitiesTeam Leadership & Development● Lead, coach, and develop a team of remote and local Scheduling Agents to meet andexceed performance goals.● Conduct 1:1s, performance reviews, call monitoring, and ongoing coaching.● Foster a high-energy, supportive culture that aligns with Renewal by Andersen values.Operational Management● Oversee daily operations of the ISC including inbound/outbound call handling, leadscheduling, and appointment confirmation processes in our local and remote offices.● Monitor staffing, scheduling, and workflow to ensure adequate coverage during peaktimes.● Ensure agents follow scripting, compliance, and quality standards.Performance Metrics & Reporting● Track and manage key call center metrics such as: ○ Speed to lead ○ Contact rate ○ Days to set appointment ○ Call quality ○ Attendance & adherence● Analyze performance data and implement improvements to maximize efficiency andappointment quality.● Maintain alignment with national Renewal by Andersen ISC standards and bestpractices.Cross-Functional Collaboration● Work closely with the Marketing and Events teams schedule incoming leads and providefeedback and insights on appointment quality and lead trends by territory.● Collaborate with the Design Consultant team to ensure schedules are accurate, efficient,and balanced across service areas in Kentucky & Southern Indiana.
QualificationsRequired● 3+ years of call center leadership experience (team lead, supervisor, or manager).● Proven experience managing a team in a metrics-driven environment.● Strong coaching, communication, and leadership skills.● Ability to analyze data and make operational decisions.● Experience using call center software, CRMs, or performance dashboards.● Ability to travel to our Evansville and Lexington offices is required, as well as some travelto other affiliate locations for training.
Preferred● Experience in home improvement, service industry, or appointment-settingenvironments.● Background creating a strong call center culture with accountability and support.
What We Offer● Competitive salary + performance-based bonus● Medical, dental, vision, and 401(k)● Paid time off and holidays● Growth opportunities within a nationally recognized brand● A supportive and family-focused local team culture● The stability and reputation of Andersen Corporation
Work LocationThis is an on-site leadership role at our Louisville office, supporting teams schedulingappointments across Kentucky and Southern Indiana
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