Confirmation Call Center Manager

Location: San Diego, CA

Creating a fresh solution to bath remodeling, California Bathrooms, Inc. offers stylish, cost-effective, low-maintenance bath improvements for homeowners, commercial customers, and consumers with accessibility needs. Founded to address dissatisfaction with quality and workmanship in the marketplace, we stand behind our products and have built an unrivaled reputation for excellence as a manufacturer of acrylic bath and shower solutions—extending that same quality across all our offerings.

We are seeking an experienced Confirmation Call Center Manager to lead our confirmation team in our San Diego office. This is a high-impact leadership role responsible for driving performance, managing people and systems, and ensuring appointment quality for our sales organization.

Key Responsibilities

• Schedule, confirm, and manage in-home sales appointments

• Hire, train, coach, and manage Call Center Representatives

• Answer inbound calls and place outbound confirmation and follow-up calls

• Oversee customer service standards and issue resolution

• Manage and coordinate sales representative schedules

• Monitor and optimize call center workflows and performance

• Achieve weekly and monthly confirmation and performance quotas

• Maintain accurate CRM data and reporting

Performance Metrics

You will be measured on outcomes, including:

• Issued/Show Rate

• Cancellation Rate

• Contact Rate

• CRM Accuracy

Required Qualifications

• 3–5 years of call center management or related leadership experience

• Strong communication, organizational, and computer skills

• Proven ability to coach, motivate, and manage performance-based teams

• Ability to remain calm under pressure and adapt in a fast-paced environment

• Availability to work evenings and weekends as needed

Preferred Qualifications

• Experience in home improvement, remodeling, HVAC, roofing, or other in-home sales appointment environments

• Experience managing a third-party answering service or call center vendor

• Familiarity with call tracking platforms, dialing systems, and SMS automation

Ideal Candidate Traits

• Highly organized and detail-oriented

• Coachable and growth-minded

• Calm, confident, and solution-focused

• Thrives in a performance-driven environment

Compensation & Benefits

We offer a competitive compensation package that includes salary and performance-based incentives.

Benefits include:

• Medical

• Dental

• Vision

• Life Insurance

• 401(k)

• Paid Vacation

• Paid Sick Time

• Professional Development

Bonus Opportunities:

• Performance-based incentives tied to confirmation KPIs and team outcomes