Contact Center Performance Manager

Job Category

Modernize Home Services’ contact center communicates with millions of homeowners annually and is looking for the right person to help inspire a team of 100 agents to provide a first-class experience for homeowners seeking home improvement projects with contractors.  The Performance Manager is responsible for driving conversion, quality, and performance metrics of abroad and virtual agents.  This position will offer the opportunity to blend analytical skills with the art of leadership to optimize for growth and improvement.  The Modernize Contact Center strives to balance the quality of the interaction with conversion opportunity.

Responsibilities

• Oversee all facets of content and evaluation that drives qualitative performance in the contact center
• Facilitate call experience optimization using scripting software
• Develop, analyze, and report on speech analytics data regarding customer, consumer, and agent interactions
• Track quality metrics to monitor, measure, and report on effectiveness and opportunities
• Prepare and present metric review meetings and reports using a variety of informational sources (database, Five9 reporting, Tableau) for varying audiences including upper management and agents
• Develop action plans and timelines for execution on initiatives
• Organize and advise on content such as scripts, training, or evaluations
• Communicate directly and regularly with members of management staff in the Philippines
• Ensure compliance in scripting and agent expectations through speech analytic software
• Coach and offer recommendations for conversion opportunity without sacrificing the experience for the homeowner and the quality for the contractor
• Collaborate with internal business stakeholders e.g., engineering, marketing, client team

Experience 

• BA/BS or equivalent work experience 
• 2+ years in call center management or supervisory role preferred; contact center experience focused on sales-like processes are ideal
• Experience in business analytics, speech analytics, and/or reporting analytics
• Proficient in Microsoft Excel and data reporting practices
• Experience with contact center automated dialing platforms; strong preference for Five9
• Google workspace proficiency
• Experience working with SMS and chat administration a plus

The expected salary range for this position is $60,000 USD to $70,000 USD annually. This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. The salary may be adjusted based on applicant's geographic location. The position is also eligible to receive performance bonus or commission and equity in the form of restricted stock units. This position is eligible to participate in the Company’s standard employee benefits programs, which currently include health care benefits; (2) retirement benefits; (3) the amount of paid days off (paid sick leave, parental leave, paid time off, or vacation benefits); (4) any other tax-reportable benefits.

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