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 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.
● Ability to travel to our Evansville and Lexington offices is required, as well as some travel
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