Call Center Team Lead - Highland Hills / Cleveland Area

Lead performance. Drive revenue. Build people.               At Window Nation, we don’t just replace windows and doors. We transform homes and help families love where they live. With nearly 20 years in business, 40+ markets nationwide, and ranked among the largest specialty remodeling companies in the country, growth isn’t a slogan here. It’s the business model.
We’re urgently hiring a Call Center Team Lead to drive performance across our inbound and outbound demand generation team in Highland Hills, OH.  You won’t just manage calls. You’ll supervise 10+ call center agents responsible for scheduling qualified sales appointments. If you’ve led a performance-driven team in a high-volume call center, inside sales, appointment setting, or B2C environment and know how to drive measurable results, this is your lane. 

What You’ll Do:

• Lead, coach, and develop a team of inbound and outbound agents
• Drive KPIs, including: Contact Rate, Appointment Set Rate and Issued Rate
• Manage daily call flow and appointment distribution across multiple markets
• Review and approve lead eligibility to protect sales team efficiency
• Ensure CRM data accuracy
• Handle escalated customer interactions and coach agents through real-time feedback
• Deliver ongoing training focused on performance improvement and skill development
• Implement motivational strategies that increase output and engagement, such as contests, games, and recognition programs

What We’re Looking For (Basic Qualifications):

• High School Diploma or GED
• 2+ years of experience in a call center, contact center, inside sales, or appointment-setting environment
• 1+ year of supervisory or team lead experience in a performance-driven environment
• Proven experience managing KPIs in a high-volume setting
• Ability to work on-site in our office located in Highland Hills, OH

Preferred Skills and Experience:

• Experience in home improvement, B2C sales, lead generation, or direct response marketing
• Experience using CRM systems (Microsoft Dynamics, Salesforce, or similar)
• Strong analytical skills
• Experience coaching team members to improve results
• Confidence holding others accountable to performance standards

Work Schedule:

• 5 total workdays per week (40 hours), to include:
• 4 weekday shifts (Monday-Friday),
• 1 weekend shift (Saturday or Sunday)

Schedules are set one week in advance and may vary throughout the month to support lead volume and business needs. Adjustments may be considered depending on team coverage and performance.

Standard Call Center Operating Hours:

• Monday–Friday: 8:00 AM – 11:00 PM
• Saturday: 8:30 AM – 8:00 PM
• Sunday: 9:00 AM – 7:00 PM

What We Offer:* Medical, dental, vision, life insurance* 401(k) retirement plan* Paid time off* Opportunities to grow your career! Why Window Nation?When our people grow, we grow. This is not a placeholder leadership job. Your ability to coach performance directly impacts revenue, team morale, and company growth.
If you’re energized by metrics, comfortable having candid coaching conversations, and ready to lead a team that sets the pace for our sales organization, we want to talk!
Candidates in the Cleveland area are encouraged to apply.
#INDCC#LI-RM1
Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.
At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.