Call Center Manager

Location: Buffalo, NY

Confirmation Call Center Manager

Bacon Home Remodeling is creating a fresh solution to bath remodeling by offering stylish, cost-effective, and low-maintenance bath improvement solutions for homeowners, commercial customers, and individuals with accessibility needs. Our company was established to meet the needs of consumers who were dissatisfied with the quality and workmanship available in the marketplace. Standing behind our products, we have built an outstanding reputation for quality, customer satisfaction, and exceptional service.

As one of the fastest-growing remodeling companies in the region, Bacon Home Remodeling is seeking an experienced Confirmation Call Center Manager to lead our call center operations in our Buffalo, NY office. The ideal candidate will have strong leadership abilities, excellent communication and organizational skills, customer service experience, and the ability to manage a fast-paced team environment.

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

Qualifications

• 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

What We Offer

• Competitive salary of $50,000 - $60,000 annually
• 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

If you are a motivated leader who enjoys developing teams, driving results, and delivering exceptional customer experiences, we encourage you to apply today.