Contact Center LeadershipYou'll run our contact center day-to-day. The programs, audits, and reporting are already built and documented. Your job is to keep the numbers healthy, develop the leaders who carry the work, and guide the move toward AI and automation.Owning service level, abandon rate, retention, collections, and quality, and knowing why each one is where it isReviewing daily reports and live queues, and fixing what they show the same dayTelling a coverage problem from an adherence problem from a real spike in demand, and solving the right oneCoaching your supervisors and leads so routine decisions get made without youMaking sure QA, retention audits, and scorecards are done on time and done well, then turning the findings into coaching, training, or process changesBuilding schedules, seasonal coverage plans, and staffing recommendations backed by numbersRecommending which work moves to AI agents and automation, and which stays with peopleMeeting with the Director of Customer Experience every Monday with the numbers, the causes, and your recommendationsCompetitive salaryHealth, dental, vision, and life insurancePTO and paid holidaysRemote work for the right candidateA built operation to lead with room to make it betterHands-on experience with AI voice agents and AI reporting tools5+ years of contact center leadership, including at least 2 in home servicesExperience leading more than one function, such as retention, billing, collections, or schedulingExperience managing through supervisors or leadsExperience scheduling an operation that runs more than one shift and changes with the seasonsExperience overseeing a quality or audit program and coaching from what it findsStrong knowledge of telephony and call routing: skills, queues, and call flowsAble to read a report by interval and explain what actually happenedComfortable building a case with numbers and defending itExperience with AI in the contact center, and real excitement about new techAble to hold a high standard consistently, including with long-tenured staffStrong writer and a good remote managerThis is a leadership role.
When something isn't getting done, your job is to find out why and fix it through your team. The team is small and highly skilled. The center is open beyond one shift and on weekends in season, so you'll need to be reachable during operating hours if something goes wrong.
If you love developing strong leaders and putting new technology to work, you'll fit right in.We're a pest control company that cares about doing things right, for our customers and for each other. Our contact center is where a lot of customer relationships are won or lost, and our team works hard to get those conversations right.We're bringing in more automation and AI, so our people can spend their time on the calls that need a person. In this role, you'll lead how that happens.We hold a high bar, and we take care of our people.
If that sounds like a good fit, we'd love to hear from you.Proforce is an Equal Opportunity Employer.
Contact Center Operations Manager in boca raton at Unknown Company
This position is listed as full time and able to be worked remotely.