Confirmation Call Center Manager

As the Confirmation Call Center Manager, you will oversee the daily operations of our Call Center while leading a team of Call Center Representatives. You'll be responsible for confirming appointments, coaching and developing your team, managing schedules, maintaining high customer satisfaction, and ensuring departmental goals are consistently achieved.

• →Manage the daily operations of the Confirmation Call Center.
• →Hire, train, coach, and develop Call Center Representatives.
• →Schedule and confirm appointments with homeowners.
• →Answer inbound calls and make outbound confirmation calls.
• →Deliver exceptional customer service while maintaining professionalism.
• →Manage and coordinate sales representatives' schedules.
• →Monitor team performance and ensure weekly and monthly goals are achieved.
• →Resolve customer concerns and handle escalated issues promptly.
• →Maintain accurate customer records and appointment information.
• →Prepare reports and monitor key performance metrics.
• →Foster a positive, productive, and team-oriented work environment.

• Previous management or supervisory experience in a call center or customer service environment preferred.
• Strong leadership, coaching, and team-building skills.
• Excellent communication and interpersonal abilities.
• Outstanding customer service and conflict resolution skills.
• Strong computer proficiency and experience with CRM systems.
• Excellent organizational and time management skills.
• Ability to multitask in a fast-paced environment.
• Evening and weekend availability as needed.

If you're an experienced leader who thrives in a fast-paced environment and enjoys coaching teams to success, we'd love to hear from you. Apply today to become the next Confirmation Call Center Manager with Bath Planet & Home Pro MI!