Confirmation Call Center Manager

Bath Planet; 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 in Grand Rapids, MI, is seeking a Confirmation Call Center Manager to oversee daily operations and lead a team of Call Center Representatives. The role requires previous management experience and strong leadership skills. You'll be responsible for managing schedules, ensuring customer satisfaction, and achieving departmental goals.

The company offers an annual salary ranging from $55,000 to $75,000, along with benefits including dental insurance, paid vacation, and professional development opportunities.

Qualifications

• Previous management or supervisory experience in call center preferred.
• Strong leadership, coaching, and team-building skills.
• Excellent organizational and time management skills.

Responsibilities

• Manage the daily operations of the Confirmation Call Center.
• Hire, train, coach, and develop Call Center Representatives.
• Prepare reports and monitor key performance metrics.

Skills

Leadership

Customer Service

Conflict Resolution

Communication

Tools

CRM Systems

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!