Inside Sales Center Manager - Louisville, KY
Renewal by Andersen Corporation, Louisville, Kentucky, us, 40201
Renewal by Andersen of Kentucky & Southern Indiana is seeking a dynamic, results-driven ISC Manager to lead our call center team. This role oversees the call center and is responsible for ensuring excellent customer experience for homeowners interested in window and door replacement.
In this role, you will be the frontline leader of our scheduling team – coaching, mentoring, and developing a high‑performing team to deliver Renewal by Andersen’s Signature Service. You will oversee the team’s daily operations, performance, and professional growth while managing key call center metrics, optimizing workflows, and maintaining a positive, accountable team culture. The ISC Manager ensures every homeowner receives a smooth, professional, and high‑quality interaction from the first phone call to the scheduled design consultation.
Key Responsibilities Team Leadership & Development
Lead, coach, and develop a team of remote and local Scheduling Agents to meet and exceed 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, lead scheduling, and appointment confirmation processes in our local and remote offices.
Monitor staffing, scheduling, and workflow to ensure adequate coverage during peak times.
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 and appointment quality.
Maintain alignment with national Renewal by Andersen ISC standards and best practices.
Cross-Functional Collaboration
Work closely with the Marketing and Events teams to schedule incoming leads and provide feedback 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.
Qualifications Required
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.
Must be able to travel to our Evansville and Lexington offices, as well as to other affiliate locations for training.
Preferred
Experience in home improvement, service industry, or appointment-setting environments.
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 Location This is an on-site leadership role at our Louisville office, supporting teams scheduling appointments across Kentucky and Southern Indiana.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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In this role, you will be the frontline leader of our scheduling team – coaching, mentoring, and developing a high‑performing team to deliver Renewal by Andersen’s Signature Service. You will oversee the team’s daily operations, performance, and professional growth while managing key call center metrics, optimizing workflows, and maintaining a positive, accountable team culture. The ISC Manager ensures every homeowner receives a smooth, professional, and high‑quality interaction from the first phone call to the scheduled design consultation.
Key Responsibilities Team Leadership & Development
Lead, coach, and develop a team of remote and local Scheduling Agents to meet and exceed 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, lead scheduling, and appointment confirmation processes in our local and remote offices.
Monitor staffing, scheduling, and workflow to ensure adequate coverage during peak times.
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 and appointment quality.
Maintain alignment with national Renewal by Andersen ISC standards and best practices.
Cross-Functional Collaboration
Work closely with the Marketing and Events teams to schedule incoming leads and provide feedback 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.
Qualifications Required
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.
Must be able to travel to our Evansville and Lexington offices, as well as to other affiliate locations for training.
Preferred
Experience in home improvement, service industry, or appointment-setting environments.
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 Location This is an on-site leadership role at our Louisville office, supporting teams scheduling appointments across Kentucky and Southern Indiana.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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