Call Center Manager: Lead Appointments & Team Performance

BCI Acrylic Inc.; Crown Point (IN); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive base salary

Monthly and performance-based bonus—op

Paid training

Career growth opportunities

Supportive team environment

Stable company

Job summary

NW Baths in Hobart, IN is seeking an experienced Confirmation Call Center Manager to lead our growing on-site call center team. You will schedule and confirm appointments, coach and manage representatives, and ensure high customer service and performance metrics.

The ideal candidate has call center leadership experience, excellent communication skills, and a proven track record of meeting sales and appointment quotas. This is an in-person role with competitive pay and bonus opportunities.

Qualifications

• Previous call center management or supervisory experience required.
• Excellent leadership, coaching, and team-building skills.
• Strong 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.
• Achieve weekly and monthly appointment and revenue quotas.

Skills

Leadership

Coaching

Communication

Customer service

Sales/appointment setting

Organizational skills

Time management

CRM experience

Problem solving

Conflict resolution

Goal oriented

Tools

CRM systems

Job description

NW Baths in Hobart, IN is seeking an experienced Confirmation Call Center Manager to lead our growing on-site call center team. You will schedule and confirm appointments, coach and manage representatives, and ensure high customer service and performance metrics.

The ideal candidate has call center leadership experience, excellent communication skills, and a proven track record of meeting sales and appointment quotas. This is an in-person role with competitive pay and bonus opportunities.