Confirmation Manager - Call Center

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.

• 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.

Salary : $15 - $17