What are the responsibilities and job description for the Call Center Manager position at Prestige Windows & Doors?
Company Description Prestige Windows & Doors is a family-owned local business recognized as a leading provider of residential window and door solutions in South Florida. The company combines innovation, superior craftsmanship, and customer-focused service to deliver high-quality installations for replacements, and custom projects. Its portfolio features state-of-the-art products, including MI vinyl windows, PGT aluminum windows, WinDoor windows and doors, with options such as 100% financing on impact windows. With more than 50 years of combined team experience, Prestige designs tailored packages to fit each client’s specifications and budget, including support for rebate opportunities on hurricane windows. Applicants join a company where exceptional quality, value, and community-centered service are central to its culture.
Role Description The Call Center Manager is a full-time, on-site role based in Miami, FL, responsible for overseeing daily operations of the call center to ensure prompt, professional responses to customer inquiries. This position manages a team of call center representatives, including scheduling, performance coaching, training, and feedback, to maintain high service standards and productivity. The Call Center Manager monitors call metrics, analyzes performance data, and implements process improvements to enhance efficiency and customer satisfaction. The role includes handling sales and ensuring consistent communication across departments. The Call Center Manager also contributes to setting sales goals, maintaining call scripts and procedures, and supporting a positive, collaborative work environment.
Qualifications
- Strong contact center management skills, including experience overseeing call volume, staffing, and performance metrics.
- Proven ability to drive customer satisfaction through service quality, problem resolution, and a customer-centric approach.
- Team management capabilities, including coaching, training, mentoring, and developing call center representatives.
- Analytical skills to interpret call data, identify trends, and implement operational improvements.
- Excellent communication skills for clear, professional interactions with customers, team members, and cross-functional partners.
- Prior experience in call center leadership, customer service management, or a related supervisory role.
- Familiarity with call center software, CRM systems (Lead Perfection)and basic reporting tools.
- Ability to work on-site in Miami, FL, with strong organizational skills and attention to detail.
- High school diploma or equivalent required; associate or bachelor’s degree in business, communications, or a related field preferred.
- Experience in home improvement, construction, or building products industry is a plus.