Now Hiring - Granite Transformations - Professional Services Confirmation Manager - Call Center in Orange Park, FL

Full description of the position

Confirmation Manager - Call Center Position: Confirmation Manager Location: Orange Park, FL (Jacksonville area) Job Type: Full-Time, Onsite Pay Type: Salary + Performance-Based Bonuses Company Overview At Bath Planet & Granite Transformations of Jacksonville, we specialize in providing high-quality home improvement solutions through a dedicated network of professionals. Our call center plays a crucial role in setting and confirming appointments (free in-home design consultations) that drive our business forward. We are looking for a motivated and experienced Confirmation Manager to lead our call center team, ensure appointment quality, and maximize our customer outreach efforts. Job Responsibilities * Manage and lead a team of 3-4 call center representatives to ensure high-quality appointment confirmations. * Monitor Performance and provide coaching to agents to improve scheduling effectiveness and conversion rates. * Ensure Appointment Quality by verifying details, confirming customer commitments, and minimizing cancellations. * Develop and Implement Scripts & Rebuttals to improve confirmation success rates. * Oversee Scheduling & Coordination of confirmed appointments to align with business goals. * Track Metrics and KPIs to optimize efficiency and improve team performance. * Recruit, Train and Onboard new call center representatives to maintain high operational standards. * Resolve Customer Concerns to maintain a high level of customer satisfaction. Qualifications & Skills * 2+ years of call center management experience (preferably in sales, customer service, or appointment setting). * Strong leadership and coaching skills to drive team performance. * Excellent communication and negotiation skills to handle objections effectively. * Ability to multitask and work in a fast-paced environment. * Experience with CRM and call center software.Experience with LEAD PERFECTION CRM a PLUS! * High school diploma required; associate or bachelor 's degree preferred. yTtVTV3XC6