Call Center Manager

Luxury Bath; Buffalo (NY); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunities

Medical benefits

Paid vacation

Paid sick time

Professional development

Career advancement

Training

Job summary

Bacon Home Remodeling is seeking a Confirmation Call Center Manager to lead our Buffalo, NY call center operations. You will hire, train, and manage a fast-paced team, ensuring high appointment confirmation rates and top-notch customer service.

The role requires 1-3 years of leadership experience, strong communication, and the ability to meet weekly performance goals. Evening and weekend availability may be needed. Competitive salary and benefits are offered.

Qualifications

• 1-3 years of management or call center leadership experience.
• Strong communication and interpersonal skills.
• Excellent computer and organizational skills.
• Experience managing KPIs, quotas, and team performance preferred.

Responsibilities

• Schedule, verify, and confirm customer appointments.
• Hire, train, coach, and manage Call Center Representatives.
• Monitor team performance and provide ongoing development.
• Answer inbound calls and make outbound confirmation calls.
• Deliver exceptional customer service and resolve customer concerns.
• Coordinate and manage sales representatives' schedules.
• Track and achieve weekly and monthly performance goals.
• Maintain accurate records and reporting within company systems.
• Ensure high appointment confirmation rates and overall call center efficiency.

Skills

Leadership

Call Center

Communication

Organizational Skills

Problem-Solving

Multitasking

Job description

Confirmation Call Center Manager

Bacon Home Remodeling is creating a fresh solution to bath remodeling by offering stylish, cost-effective, and low-maintenance bath improvement solutions for homeowners, commercial customers, and individuals with accessibility needs. Our company was established to meet the needs of consumers who were dissatisfied with the quality and workmanship available in the marketplace. Standing behind our products, we have built an outstanding reputation for quality, customer satisfaction, and exceptional service. As one of the fastest-growing remodeling companies in the region, Bacon Home Remodeling is seeking an experienced Confirmation Call Center Manager to lead our call center operations in our Buffalo, NY office. The ideal candidate will have strong leadership abilities, excellent communication and organizational skills, customer service experience, and the ability to manage a fast-paced team environment.

Responsibilities

• Schedule, verify, and confirm customer appointments
• Hire, train, coach, and manage Call Center Representatives
• Monitor team performance and provide ongoing development
• Answer inbound calls and make outbound confirmation calls
• Deliver exceptional customer service and resolve customer concerns
• Coordinate and manage sales representatives' schedules
• Track and achieve weekly and monthly performance goals
• Maintain accurate records and reporting within company systems
• Ensure high appointment confirmation rates and overall call center efficiency

Qualifications

• 1-3 years of management, call center, or customer service leadership experience
• Strong communication and interpersonal skills
• Excellent computer and organizational skills
• Ability to multitask and work in a fast-paced environment
• Professional problem-solving and conflict-resolution abilities
• Availability to work evenings and weekends as needed
• Experience managing KPIs, quotas, and team performance preferred

What We Offer

• Competitive salary of $50,000 - $60,000 annually
• Performance-based bonus opportunities
• Medical Benefits
• Paid Vacation
• Paid Sick Time
• Professional Development Opportunities
• Career advancement with a growing company
• Supportive team environment and paid training