Call Center Manager

About This Role

Caring for customers by confirming appointments and managing a team of call center representatives is the core of this role. The manager will lead operations in the Buffalo office, ensuring high confirmation rates and overall efficiency, and will suit a candidate with strong leadership and communication skills.

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

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
• Experience managing KPIs, quotas, and team performance preferred

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

About the Company

Bacon Home Remodeling provides stylish, cost-effective, and low-maintenance bath improvement solutions for homeowners, commercial customers, and individuals with accessibility needs. The company has built an outstanding reputation for quality, customer satisfaction, and exceptional service, and is one of the fastest-growing remodeling companies in the region.