Confirmation Call Center Manager

LBT of Oklahoma City
Oklahoma City, OK
Job Type: Full-time
Pay: Competitive salary + performance-based bonuses

Full Job Description

LBT of Oklahoma City is seeking an experienced Confirmation Call Center Manager to lead our call center team. This position is responsible for managing the daily operations of the confirmation department, supervising Call Center Representatives, ensuring appointments are confirmed, and helping the team achieve performance goals.

The ideal candidate is a motivated leader with previous call center management experience, excellent communication skills, and a passion for delivering outstanding customer service.

Responsibilities

• Manage the day-to-day operations of the call center.
• Recruit, hire, train, coach, and motivate Call Center Representatives.
• Schedule and confirm appointments for the sales team.
• Answer inbound customer calls and make outbound confirmation calls.
• Monitor team performance and provide ongoing coaching and support.
• Manage sales representatives' schedules to maximize efficiency.
• Resolve customer concerns and escalated issues professionally.
• Track call center metrics and ensure weekly and monthly goals are achieved.
• Maintain accurate customer records and reporting.
• Foster a positive, team-oriented work environment.

Qualifications

• Previous management or supervisory experience in a call center required.
• Strong leadership and coaching skills.
• Customer service and conflict-resolution experience.
• Excellent verbal and written communication skills.
• Strong computer skills, including Microsoft Office and CRM systems.
• Highly organized with the ability to multitask.
• Goal-oriented with a proven ability to motivate a team.
• Must be available to work evenings and weekends as needed.

Benefits

• Competitive salary.
• Performance-based bonus opportunities.
• Paid training.
• Career advancement opportunities.
• Supportive team environment.
• Opportunity to work for a growing and respected home remodeling company.

If you are an experienced call center leader who enjoys developing teams, improving performance, and delivering exceptional customer service, we encourage you to apply today!