Assistant Manager - Call Center

Job Locations US-MD-Lanham
Posted Date 1 week ago(3/8/2018 4:23 PM)
Job ID
# of Openings



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Build your career, design a future at Thompson Creek Window Company. We are the premier home improvement replacement products company serving the Mid-­Atlantic region for more than 30 years. We’re proud of our history, and proud to help our communities improve the comfort and conditions of their homes. 


We are looking for an Assistant Manager – Call Center to lead and coach a team of call center representatives to success.  You will be responsible for implementing marketing call center strategies and operations, while continuously improving systems and processes.



  • Supervise, coach, motivate, and evaluate staff to ensure that interactions with potential customers are handled according to company guidelines using established methodology and scripting.
  • Monitor production to ensure that every lead is contacted, recorded in SAP CRM and dispositioned accurately. Manage call lists in SAP and work each lead properly according to marketing guidelines.
  • Manage staff based on company policy and Marketing Department performance expectations, ensuring effective coverage levels and productivity through monitoring of breaks, scheduled lunches and minimal to no overtime.
  • Generate routine reports from SAP CRM and BCM for various business needs.
  • Coordinate with call center team to fill all appointment slots in the immediate 48 hour window.
  • Review previous day’s “no pitch” appointment with Sales Managers; review associated set and confirmation calls to determine if improvements are needed in order to reduce risk of “no pitch” appointments.
  • Make necessary changes in staffing based on day of the week, sales promotions, and other events.
  • Participate in ongoing professional development and management training.
  • Assist with development of incentive programs within budget, and monitor achievement of these programs in order to generate urgency and meet business needs.
  • Issue 100% of leads each month for each component as requested in the marketing budget.
  • Manage MSA set board in CRM.



  • Associates degree and 2 to 3 years’ of relevant experience including prior supervisory experience; any equivalent combination of education and experience.
  • Intermediate skills with Microsoft Office (Word, Excel, and Outlook)
  • Ability to develop intermediate skills with SAP CRM.

Thompson Creek offers a generous benefits package including:

  • Medical Plan with HSA
  • Prescription Drug Plan
  • Dental Plan
  • 401k with Immediately Vested Company Match
  • Educational Assistance
  • Company-paid holidays
  • Paid Time Off
  • Additional Voluntary Benefits
  • On the job training and professional development


About Thompson Creek


Thompson Creek Window Company is a privately owned and family-operated manufacturer and installer of energy-efficient home improvement replacement products. Founded in 1980, Thompson Creek began as a manufacturer of energy-efficient, maintenance-free vinyl windows. Since that time, Thompson Creek has evolved into one of the leading specialty home improvement contracting companies in the nation. The company’s product mix includes replacement windows and doors, vinyl siding and a clog-free gutter system. Thompson Creek is headquartered in Lanham, MD with a state-of-the-art 120,000 square foot manufacturing facility in Upper Marlboro, MD.


Drug-free Workplace


Thompson Creek Window Co participates in the E-Verify program





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