Manager, Contact Center

Who are we?

For over 40 years, Bath Fitter has been perfecting its process to meet the needs and provide the best bathtubs for everyone. Our showers and bathtubs are made of durable acrylic that is easy to clean and can be installed in just one day. Convenient!

Every day, the people at Bath Fitter strive to do better - to improve our products and enhance our customers' lives. Our vision is to be an exceptional employer and business partner.

At Bath Fitter, we offer an engaged culture and a collaborative environment built on support, autonomy, and innovation. We are a growing organization that prioritizes employees and their quality of life. That's why we're proud to be certified as a "Great Place to Work" and recognized among Canada's "Most Admired Corporate Cultures."

In summary, what does the role entail?

The Manager, Contact Center is responsible for leading Bath Fitter's centralized customer acquisition and lead conversion operation across North America. This role oversees a team of Inside Sales Representatives (ISRs) and frontline leadership while driving performance across the entire customer acquisition funnel.

The successful candidate will combine strong people leadership, operational excellence, and data-driven decision making to optimize speed-to-lead, lead conversion, appointment setting, and customer engagement.

Working closely with Marketing, Sales, Branch Operations, and Technology teams, this leader will play a critical role in maximizing revenue opportunities and enhancing the customer experience.

This is an exciting opportunity for a builder and change agent who thrives in fast-paced, performance-driven environments and enjoys leveraging technology, automation, and analytics to drive results.

Why become a part of the Bath Fitter Team?

• Flexible schedule and hybrid work environment
• Comprehensive group insurance program
• Retirement savings plan with employer contribution
• 4 weeks of vacation and 5 personal days
• Professional development and career growth opportunities
• Employee assistance program
• Employee and corporate discounts
• Collaborative and innovative work environment
• Many other benefits to discover by joining Bath Fitter

What is the ideal profile for this position?

• Bachelor's degree in Business Administration, Sales, Marketing, Operations, or an equivalent combination of education and experience
• 5+ years of leadership experience within contact center, inside sales, lead generation, customer acquisition, or related environments
• Demonstrated success improving conversion metrics and operational performance
• Experience leading remote and/or multi-site teams
• Strong analytical capabilities with experience leveraging dashboards, KPIs, and business intelligence tools
• Experience with CRM platforms, contact center technologies, automation, and AI-enabled customer engagement solutions
• Experience leading operational transformation, continuous improvement, or contact center modernization initiatives is considered a strong asset
• Excellent communication, coaching, and stakeholder management skills
• Ability to thrive in a fast-paced, high-growth, performance-driven environment
• Experience within home services, home improvement, residential services, or other high-volume lead conversion environments is considered a strong asset
• Proficiency in French is an asset.

As a Manager, Contact Center, what will your responsibilities be?

• Lead, coach, and develop a team of Inside Sales Representatives and frontline leadership to achieve performance objectives
• Own and improve key conversion metrics, including speed-to-lead, contact rate, appointment booking rate, show rate, cancellation rate, and ISR productivity
• Develop and execute strategies to maximize lead conversion performance across all North American markets
• Analyze customer acquisition data and identify opportunities to improve lead quality, conversion, and operational efficiency
• Partner with Marketing to evaluate campaign performance and optimize lead generation outcomes
• Build and enhance outreach strategies across phone, SMS, automation, and AI-enabled communication channels
• Drive continuous improvement initiatives focused on customer experience, sales effectiveness, and operational scalability
• Leverage dashboards, analytics, and reporting tools to monitor performance and support data-driven decision making
• Collaborate closely with Branch Leaders, Sales Consultants, Operations, Training, and Technology teams to align business objectives
• Evaluate and implement technology solutions that improve conversion performance and team efficiency
• Establish standardized sales processes, quality assurance programs, coaching frameworks, and best practices
• Support the ongoing evolution and growth of Bath Fitter's centralized appointment-setting model
• Lead the continued evolution of the BFCC through technology, AI, automation, and process innovation initiatives
• Foster a high-performance culture focused on accountability, collaboration, innovation, and continuous improvement

We believe life is too short to not be passionate about what we do every day. Note that we are first and foremost looking for an authentic person who wants to help us achieve our mission.

We look forward to meeting you.

This posting reflects a current, active opening that we are recruiting to fill. We use AI-enabled tools to support the interview process, including recording and summarizing interviews, and AI is not used to make hiring or selection decisions.

At Bath Fitter, we are dedicated to cultivating an inclusive environment for everyone. We uphold a strong commitment to providing fair, equitable, and accessible opportunities for all current and potential employees. Should you require accommodations during the application process, they can be arranged upon request.

Bath Fitter thanks all candidates for their interest; however, only those selected to continue in the process will be contacted.

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