Call Center Team Lead - Appoitment Confirmation

Weekday shifts are 11:00 AM–8:00 PM. Weekend availability is required, with weekend shifts scheduled during daytime hours.

Are you experienced in confirming sales appointments, overcoming objections, and turning cancellation requests into kept appointments? Are you ready to take on leadership responsibilities while staying actively involved on the phones?

Baths R Us is seeking a Call Center Team Lead to help drive appointment confirmations, retain qualified appointments, and support our Inside Sales team.

This is a hands-on phone sales role with leadership responsibilities—not a management-only position. You will work directly with customers to confirm and qualify appointments, address concerns, save cancellations, and schedule new appointments. You will also help coach team members and provide day-to-day direction when the Inside Sales Manager is unavailable.

What You’ll Do

• Confirm and qualify appointments: Contact customers to verify appointment details, review project information, and ensure appointments meet company qualification standards.
• Retain qualified appointments: Understand why customers want to cancel, address their concerns, reinforce the value of the appointment, and retain or reschedule appointments when appropriate.
• Set new appointments: Handle inbound and outbound calls, follow established scripts, and use strong objection-handling skills to schedule qualified appointments.
• Support and coach the team: Help team members navigate difficult calls, improve their approach, and follow established processes and expectations.
• Provide hands-on leadership: Assist with customer escalations, monitor call activity and appointment quality, and provide direction when the Inside Sales Manager is unavailable.
• Track results and maintain accurate records: Document customer conversations and appointment outcomes while helping the team meet confirmation, retention, appointment-setting, and activity goals.

What We’re Looking For

• Previous phone-based sales experience involving appointment setting, appointment confirmation, customer retention, or cancellation saves.
• Confidence handling objections and guiding customer conversations beyond simply answering questions or taking messages.
• Experience working toward measurable goals, such as appointments set, confirmation rates, retained appointments, or sales results.
• Strong communication, organization, and follow-through, with the ability to balance your own calls and team support.
• Leadership, coaching, or team lead experience preferred. Strong individual performers ready to take on additional leadership responsibility are encouraged to apply.

Experience in a home improvement or remodeling call center is a plus, especially experience confirming and qualifying in-home sales appointments.

Who Will Succeed in This Role?

You enjoy working the phones, know how to uncover the concern behind an objection, and take pride in turning difficult conversations into positive outcomes. You lead by example, hold yourself accountable to performance goals, and enjoy helping others improve.

Bring your appointment-setting, confirmation, or retention experience to Baths R Us and take the next step into team leadership.