Call Center Manager

Luxury Bath Technologies • Buffalo, NY

6d • $50,000 - $60,000 • Onsite

About The Position

Bacon Home Remodeling is seeking an experienced Confirmation Call Center Manager to lead call center operations in its Buffalo, NY office. The manager will oversee appointment scheduling, verification, and confirmation while leading and developing Call Center Representatives. The role involves handling inbound and outbound calls, providing excellent customer service, coordinating sales representatives' schedules, and ensuring the team meets performance goals and maintains efficient operations.

Requirements

• 1–3 years of management, call center, or customer service leadership experience.
• Strong communication and interpersonal skills.
• Excellent computer and organizational skills.
• Ability to multitask and work in a fast-paced environment.
• Professional problem-solving and conflict-resolution abilities.
• Availability to work evenings and weekends as needed.

Nice To Haves

• Experience managing KPIs, quotas, and team performance.

Responsibilities

• Schedule, verify, and confirm customer appointments.
• Hire, train, coach, and manage Call Center Representatives.
• Monitor team performance and provide ongoing development.
• Answer inbound calls and make outbound confirmation calls.
• Deliver exceptional customer service and resolve customer concerns.
• Coordinate and manage sales representatives' schedules.
• Track and achieve weekly and monthly performance goals.
• Maintain accurate records and reporting within company systems.
• Ensure high appointment confirmation rates and overall call center efficiency.

Benefits

• Performance-based bonus opportunities.
• Medical benefits.
• Paid vacation.
• Paid sick time.
• Professional development opportunities.
• Career advancement with a growing company.
• Supportive team environment and paid training.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed