Confirmation Call Center Manager

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

Confirmation Call Center Manager

Company: Bath Planet & Home Pro MI

Location: Grand Rapids, MI and surrounding areas

Job Type: Full-Time

Compensation: $55,000–$75,000 annually

Benefits: Dental Insurance, Paid Vacation, Paid Sick Time, Professional Development

About the Role

As the Confirmation Call Center Manager, you will oversee the daily operations of our Call Center while leading a team of Call Center Representatives. You'll be responsible for confirming appointments, coaching and developing your team, managing schedules, maintaining high customer satisfaction, and ensuring departmental goals are consistently achieved.

Responsibilities

• Manage the daily operations of the Confirmation Call Center.
• Hire, train, coach, and develop Call Center Representatives.
• Schedule and confirm appointments with homeowners.
• Answer inbound calls and make outbound confirmation calls.
• Deliver exceptional customer service while maintaining professionalism.
• Manage and coordinate sales representatives' schedules.
• Monitor team performance and ensure weekly and monthly goals are achieved.
• Resolve customer concerns and handle escalated issues promptly.
• Maintain accurate customer records and appointment information.
• Prepare reports and monitor key performance metrics.
• Foster a positive, productive, and team-oriented work environment.

Qualifications

• Previous management or supervisory experience in a call center or customer service environment preferred.
• Strong leadership, coaching, and team-building skills.
• Excellent communication and interpersonal abilities.
• Outstanding customer service and conflict resolution skills.
• Strong computer proficiency and experience with CRM systems.
• Excellent organizational and time management skills.
• Ability to multitask in a fast-paced environment.
• Evening and weekend availability as needed.

Compensation & Benefits

• $55,000–$75,000 annual salary
• Bonus opportunities based on performance
• Dental Insurance
• Paid Vacation
• Paid Sick Time
• Professional Development
• Ongoing leadership training
• Career advancement opportunities
• Supportive team environment

Why Join Bath Planet & Home Pro MI?

At Bath Planet & Home Pro MI, we believe our people are the foundation of our success. We provide the training, support, and leadership opportunities you need to build a rewarding career while making a meaningful impact on our customers and your team.

Apply Today

If you're an experienced leader who thrives in a fast-paced environment and enjoys coaching teams to success, we'd love to hear from you. Apply today to become the next Confirmation Call Center Manager with Bath Planet & Home Pro MI!