Inside Sales Director

Inside Sales Director

About Us:

Pella Windows & Doors is a leading provider of premium windows and doors, recognized for innovative design and superior craftsmanship. We are dedicated to delivering exceptional products that enhance the beauty, energy efficiency, and comfort of homes while fostering a culture of growth and collaboration.

Position Overview:

The Inside Sales Director is instrumental in ensuring the call center operates at peak performance, delivering measurable results that contribute to the company's overall sales goals and customer satisfaction.

This person plays a pivotal role in supporting the GM of Marketing optimizing call center operations, driving performance, improving processes, and ensuring a high-functioning, motivated, and goal-oriented sales team. Additionally, this role requires flexibility to assist with software implementations, integrations, and strategic initiatives as needed.

Position Details:

This is a full-time role requiring on-site presence and flexibility to meet business needs.

Reports directly to the GM of Marketing.

Opportunity to influence strategy, optimize processes, and contribute to sales growth. Key Responsibilities:

Talent Acquisition & Training

Source, interview, and hire top talent for the call center.

Conduct new hire classroom training to ensure successful onboarding.

Provide ongoing coaching, 1:1s, and professional development for team members. Team & Performance Management

Develop and manage call center scheduling, including workload distribution, agent hours, and days off.

Maintain a positive and high-energy team culture, fostering motivation and minimizing workplace drama.

Oversee call monitoring and real-time agent support via live listening and chat functions.

Lead team meetings and performance discussions to drive alignment and accountability.

Provide after-hours and weekend support as needed. Process Optimization & CRM Management

Develop, update, and refine call center processes and scripts for maximum efficiency.

Assist with CRM system management, including Lead Perfection (LP) and Salesforce (SF) integration.

Ensure accurate data entry and lead assignment in Salesforce to optimize sales operations.

Monitor and correctly disposition appointments in LP, working closely with sales managers.

Oversee agent campaigns and call lists, escalating any issues to the appropriate managers.

Troubleshoot software issues, escalating to support teams as necessary. Performance Metrics & Reporting

Manage agent performance to meet or exceed the following key benchmarks:

Demo Rate: 85%

Sales Volume per Agent: $300K/month

Calls per Hour: 30 or 4-6 customer engagements

Sets per Hour: 1.5

Gross Close Rate: 35%

Database Nurture: 5% of overall lead flow

Rehash Rate: 5%-10% of overall lead flow

One Party Calls: Less than 10%

Pull and analyze MDI reports, delegating key insights as needed.

Review and filter calls/reports for incorrectly dispositioned appointments, providing leadership with actionable feedback. Leadership & Competencies

Strong leadership and decision-making abilities.

Ability to inspire and influence cross-functional teams.

Analytical thinking with a focus on driving results.

Skilled in fostering collaboration across departments.

Lead the call center team in alignment with Pella's core values and The Pella Way.

Provide supervisory support in addressing agent-related performance issues.

Foster a work environment that encourages continuous improvement and high performance. What We Offer:

Competitive salary with performance-based bonuses.

Comprehensive benefits package, including medical, dental, vision, and 401(k).

Paid holidays and time off.

Employee discounts and flexible scheduling.

Professional development opportunities and a clear path to advancement within a respected brand.

A supportive and dynamic work environment that values innovation and collaboration.

Join Our Team:

Be a part of an organization that values leadership, collaboration, and innovation. As the General Manager of Trade Sales, you will play a crucial role in shaping the future of Pella Windows & Doors and driving success in the residential construction industry. Pella Windows & Doors of DFW/WTX is an equal-opportunity employer.