Call Center Manager: Lead, Coach & Optimize Appointments

bathplanet; Grand Rapids (MI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Dental Insurance

Paid Vacation

Paid Sick Time

Professional Development

Job summary

Bath Planet & Home Pro MI is seeking a Confirmation Call Center Manager in Grand Rapids, MI to lead the daily operations of our call center and a team of representatives. You will confirm appointments, coach staff, manage schedules, and drive customer satisfaction to meet departmental goals.

This role requires strong leadership, excellent communication, and CRM experience. You will contribute to ongoing training, performance reporting, and maintaining a positive, productive workplace.

Qualifications

• Experience managing a call center or customer service team.
• Proven leadership and team-building abilities.
• Strong communication and interpersonal skills.
• Proficiency with CRM systems.
• Excellent organizational and time management.
• Ability to multitask in fast-paced environments.
• Evening and weekend availability as needed.

Responsibilities

• Manage daily operations of the Confirmation Call Center.
• Hire, train, coach, and develop representatives.
• Schedule and confirm homeowner appointments.
• Answer inbound calls and make outbound confirmation calls.
• Deliver outstanding customer service.
• Coordinate schedulers for sales representatives.
• Monitor performance and achieve weekly/monthly goals.
• Resolve customer concerns and handle escalations.
• Maintain accurate customer records and appointments.
• Prepare reports and monitor KPIs.
• Foster a positive, team-oriented work environment.

Skills

Leadership

Coaching

Communication

Customer service

CRM software

Organization

Multitasking

Time management

Scheduling

Tools

CRM software

Job description

Bath Planet & Home Pro MI is seeking a Confirmation Call Center Manager in Grand Rapids, MI to lead the daily operations of our call center and a team of representatives. You will confirm appointments, coach staff, manage schedules, and drive customer satisfaction to meet departmental goals.

This role requires strong leadership, excellent communication, and CRM experience. You will contribute to ongoing training, performance reporting, and maintaining a positive, productive workplace.