Call Center Manager

BCI Acrylic Inc.; Merrillville (IN); On-site; USD 60,000 - 95,000; Full time

Benefits offered by this job

Competitive base salary

Monthly bonus opportunities

Paid training

Career growth and advancement

Team-focused work environment

Stable and growing company

Job summary

NW Baths in Hobart, IN is seeking a Confirmation Call Center Manager to lead an in-person call center team. The role focuses on staffing, coaching, and achieving appointment and revenue quotas while maintaining high customer service standards.

Ideal candidates have call center leadership experience, strong communication skills, and a track record of motivating teams to meet targets. Evening and weekend availability is required.

Qualifications

• Experience leading or supervising a call center team.
• Excellent communication and interpersonal abilities.
• Customer service experience required; sales/appointment-setting preferred.
• Strong leadership and team-building capabilities.
• Strong organizational and time-management skills.
• Comfort with CRM systems and data tracking.
• Ability to work evenings and weekends as needed.
• Proven track record of meeting performance objectives.

Responsibilities

• Schedule and confirm appointments for the sales team.
• Hire, train, coach, and manage Call Center Representatives.
• Answer inbound calls and make outbound confirmation calls.
• Maintain exceptional customer service standards.
• Coordinate and manage sales representatives' schedules.
• Monitor daily call center activity and performance metrics.
• Ensure quality and accuracy of appointment setting and lead management.
• Handle customer concerns and resolve issues professionally.
• Track and report weekly and monthly performance results.
• Motivate the team to achieve company goals.
• Achieve weekly and monthly appointment and revenue quotas.

Skills

Leadership

Coaching

Communication

Customer service

Sales / Appointment-setting

Organizational skills

CRM proficiency

Problem-solving

Conflict-resolution

Goal-oriented

Tools

CRM software

Job description

Call Center Manager

NW Baths | Hobart, IN
Compensation: Salary + Bonus Opportunities

Hobart, IN (In Person)

Confirmation Call Center Manager

Creating a fresh solution to bath remodeling, NW Baths offers stylish, cost-effective, and low-maintenance bathroom remodeling solutions for homeowners seeking quality, value, and long-lasting results. Our company was founded to address the lack of quality workmanship available in the marketplace, and we have built a reputation for delivering exceptional products and customer experiences.

As one of the fastest-growing bath remodeling companies in the region, NW Baths is seeking an experienced Confirmation Call Center Manager to lead our Hobart, Indiana call center team. The ideal candidate will have strong leadership abilities, excellent communication skills, customer service experience, and the ability to motivate a team to achieve performance goals.

This is an exciting opportunity for a driven professional who thrives in a fast-paced environment and enjoys helping build successful teams.

Responsibilities

• Schedule and confirm appointments for the sales team
• Hire, train, coach, and manage Call Center Representatives
• Answer inbound calls and make outbound confirmation calls
• Maintain exceptional customer service standards
• Manage and coordinate sales representatives' schedules
• Monitor daily call center activity and performance metrics
• Ensure quality and accuracy of appointment setting and lead management
• Handle customer concerns and resolve issues professionally
• Track and report weekly and monthly performance results
• Motivate the team to achieve and exceed company goals
• Achieve weekly and monthly appointment and revenue quotas

Qualifications

• Previous call center management or supervisory experience required
• Strong leadership, coaching, and team-building skills
• Excellent communication and interpersonal abilities
• Customer service experience required
• Sales and appointment-setting experience preferred
• Strong organizational and time-management skills
• Computer proficiency and experience with CRM systems
• Ability to work evenings and weekends as needed
• Strong problem-solving and conflict-resolution skills
• Goal-oriented with a track record of achieving performance objectives

What We Offer

• Competitive base salary
• Monthly and performance-based bonus opportunities
• Paid training
• Career growth and advancement opportunities
• Supportive and team-focused work environment
• Stable and growing company
• Opportunity to lead a successful and expanding call center operation

Join Our Team

If you are a motivated leader with a passion for customer service, team development, and driving results, we encourage you to apply today and become part of the growing NW Baths team in Hobart, IN. Build a rewarding career while helping homeowners transform their homes.