Call Center Operations Manager

Yankee Home · Chicopee, MA · Full-Time, In-Person

$100K+ Expected Total Comp. A Team That Stays. A Career That Lasts.

What You Get

• $70,000 – $78,000 base, depending on experience
• Uncapped-feeling bonus upside tied to set rates, issued appointments, and demo conversions, with expected total comp over $100K
• Medical, dental, and vision
• 401k with company match
• Paid time off and paid holidays
• A promote-from-within culture where many of our leaders started on the phones or in the field
• A stable, growing company that’s been here since 2008 and isn’t going anywhere

People Retire From Here. Seriously.

Most call center leadership jobs open up because the last person burned out after 18 months. Ours opened up because we’re growing. People build entire careers at Yankee Home, and some have stayed all the way to retirement.

What It Takes

• 3+ years managing a contact center, with supervisors or team leads reporting directly to you
• Real ownership of KPIs like contact rates, set rates, and conversions
• Comfort with CRMs, dialers, and lead-management tools
• Flexibility to work some evenings and Saturdays

What You’ll Own

Every sales appointment we run starts with your team. You’ll lead the full call center operation and be responsible for making it run well.

• Lead the team. Build, develop, and hold accountable the people who run the floor.
• Drive results. Use data to understand how the operation is performing and what needs to change.
• Plan ahead. Make sure the right people are in the right seats at the right times.
• Raise the bar. Set the standard for how our team sounds and make sure it’s met.
• Improve the process. Spot what’s slowing things down and fix it.
• Partner up. Work closely with sales and marketing leadership as one team.
• Be visible. This isn’t a closed-door job. Your team should see you, hear you, and know you’ve got their back.

Who We Are

New England’s most referred bath, window, and door contractor, serving MA, CT, the Capital Region of NY, Southern VT, and Southern NH. Thousands of five-star reviews and industry-leading warranties mean your team is never booking something they have to apologize for.

Our motto: Get It Done Right, The First Time, Never Cattywampus.
Our values: Integrity, Responsibility, Excellence, and Listening.

Ready to Make Yankee Home Your Long-Term Home? Apply Today.

Applied to a Yankee Home call center leadership role in the last 90 days? No need to reapply; you’re already on file.

Yankee Home is an Equal Employment Opportunity Employer.