Call Center Manager

BCI Acrylic Inc.; Portage (IN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive base salary

Monthly performance-based bonuses

Paid training

Career growth opportunities

Team-focused environment

Job summary

NW Baths in Hobart, IN is seeking an experienced Confirmation Call Center Manager to lead our Hobart call center. This role focuses on supervising appointment setting, coaching staff, and driving performance to deliver outstanding customer experiences.

You will hire, train, and motivate Call Center Representatives while ensuring quality service and efficient operations as our company grows in the market.

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.

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.

Skills

Leadership

Communication

Customer Service

Team Building

Time Management

Scheduling

Problem Solving

Coaching

Tools

CRM Systems

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