Job Description:
Call Center Sales Supervisor
Graboyes Window & Door
East Norriton, PA
(Full Time, Permanent Opportunity)
* Are you a high-energy performer who loves to win?
* Can you produce results on the phones while being an
organized, effective team leader and coach?
* Do you enjoy coaching and training people and helping them succeed?
If this sounds like you, the following are also likely true:
* You see gaps in the calendar, identify opportunities, and act
without waiting for the Owner to assign each next step.
* You have a proven record of personal achievement in outbound
telephone sales or appointment setting. You can get on the phone
today and show a rep how it is done.
* You lead from the front. You work the phones every day,
including planned outbound calling, to produce appointments, test
scripts, and keep your skills sharp.
* You like building systems. You document processes, train your
team, and measure results.
* You are a direct, positive coach. You give honest feedback,
expect measurable improvement, and follow through with your team.
* You are persuasive and persistent. You handle objections
confidently, ask for the appointment, and respect a firm refusal or
request to end contact.
* You have hands-on experience with telephone and CRM systems,
including building call queues and cadences, managing lists, and
reporting results.
* You enjoy being accountable for results and are motivated by a
compensation plan that rewards them.
* You are coachable. You seek critical feedback and are
committed to self-improvement.
The role:
The Call Center Sales Supervisor owns qualified appointments
issued to our Design Consultants. Every lead, whether from a web
form, phone call, direct mail, event, or past customer, runs through
this department. You turn those opportunities into a full calendar
of qualified, confirmed sales appointments.
This is a player-coach role with daily inbound and outbound
calling and personal production expectations alongside team goals.
You lead and staff the call center, build its operating processes,
and coach reps. You report to the Owner and work daily with the
Executive Vice President of Sales and the Events Team Manager.
Graboyes Window & Door is a family-owned
company with more than 75 years in business, based in East Norriton,
PA. We sell windows, doors, and siding using a one-call-close model
with about 10 Design Consultants and are investing heavily in our
next phase of growth. This role is central to that growth.
What you will own:
Appointment goals and quality. Meet monthly and quarterly goals
for appointments set and issued. Protect appointment quality and
demo rate as you fill the calendar. Use activity and conversion data
to identify shortfalls and take corrective action.
Lead conversion across every channel
* Inbound: Answer every call and web lead
promptly, work toward an appointment, and route leads without delay.
* Outbound: Personally call new and uncontacted
leads, meet the speed-to-lead standard, and ensure the team
completes the required attempts at defined intervals.
* Rehash: Create new appointments from leads
that received a demonstration but did not buy, cancelled
appointments, and aged leads using a defined nurture cadence.
* Post-job follow-up: Call recently installed
customers for reviews, referrals, and additional product opportunities.
* Seasonal campaigns: Make outbound calls to
support direct mail and promotions to past customers and the broader database.
Queues and cadences. Design, document, and enforce
lead contact cadences in Improveit360: response time, number and
timing of attempts, lead priorities, movement to nurture, and
recycling. Keep routing simple and automatic, and use the queues to
drive consistent follow-up.
Scripts and rebuttals. Build and maintain scripts
and an objection-handling library. Demonstrate them on calls, train
reps, and refine the approach based on call quality and conversion results.
Quality assurance and coaching. Listen to live and
recorded calls daily using Lace AI and RingCentral. Score calls,
coach reps one on one, and run short daily huddles. Address missed
activity, weak qualification, and poor follow-through promptly, then
verify improvement.
Confirmations. Own the appointment confirmation
process. Build value in having both decision-makers present, and
reduce cancellations and appointments with only one decision-maker.
Platforms and technology. Administer and optimize
the call center stack: RingCentral, Lace AI, CallRail, Improveit360
queues, and the SMS and AI tools that support the team, including
Marlimar, Wendy, and Hatch. Make sure reps have what they need in
front of them before every call.
Lead attribution and reporting. Maintain accurate
lead source attribution. Report daily and weekly on contact rate,
set rate, issue rate, live sets, saves, cancellations, and calls per
rep, with inbound and outbound results visible separately. Bring
results and corrective actions to the weekly L10 meeting.
Marketing coordination. Meet regularly with the
marketing team and the Events Team Manager. Provide feedback on lead
quality by source, plan calling campaigns around direct mail drops
and events, and flag what is and is not converting.
Staffing and hiring. Recruit, hire, onboard,
schedule, and retain Call Center Representatives. Build a bench so
coverage never slips during the hours we take calls.
Personal production. Make inbound and outbound
calls alongside the team every day. Maintain personal activity and
appointment goals, model effective follow-up, and help close
calendar gaps while continuing to coach and manage the team.
How we work:
* We run on EOS. Weekly leadership meetings,
quarterly goals, and a scorecard. Numbers are in the open and
everyone knows where they stand.
* We write it down. Processes live in
documented standard operating procedures (SOPs).
* We coach every day. Call feedback is
specific, prompt, and direct. We say the hard thing respectfully and
follow through.
* We think long term and want to work with
people who share that mindset and align with our values.
Your first 90 days:
First two weeks. Learn the operation, listen to
calls, and begin personally handling inbound and outbound leads.
Ride along on sales appointments and meet with marketing and the
events team to understand lead quality and sources.
By day 30. Establish baseline activity, conversion,
and appointment quality results. Agree on personal and team goals
with the Owner, document current processes, and present a
prioritized improvement plan.
By day 60. Launch and train the improved cadences,
scripts, and objection library. Maintain daily call coaching and
personal outbound production, with results visible to the team.
By day 90. Own the calendar, reporting, and
corrective actions against agreed goals for qualified appointments
issued and demo rate.
The Owner and the EVP of Sales will support you throughout the process.
