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!