What are the responsibilities and job description for the Contact Center Manager position at Moxie Pest Control?
Contact Center Manager
Moxie Pest Control is BOOMING in the Phoenix Valley, and we are thrilled to announce a new opportunity for a phenomenal Contact Center Manager to join our growing team! We are looking for a passionate, results-driven leader who can elevate our contact center to the next level of performance and help us continue providing exceptional service to our customers.
Why Join Moxie?
- Culture of Excellence: We’re a team of kind, hardworking individuals who value fun, collaboration, and high performance.
- Exciting Perks: Frequent office games with amazing prizes, semi-annual family-friendly events, and free oil changes for your personal vehicle.
- Supportive Environment: We’re committed to helping you succeed with the training, resources, and tools you need to thrive.
- Core Values: Be Kind, Be the Solution, Do the Right Thing, and Keep Improving drive every decision we make.
What You’ll Do:
As the Contact Center Manager, you will:
- Lead a team of approximately 75 employees across inbound customer service, field technician support, scheduling/dispatch, outbound sales support, and administrative roles.
- Monitor and improve critical KPIs, including Customer Request to Cancel Rate, Abandon Rate, SLA, First Call Resolution, Handle Time, Adherence, and Speed of Answer.
- Directly coach and develop two supervisors, who in turn manage 4-6 team leads.
- Oversee team activities such as inbound calls from customers, outbound scheduling, billing, email/text/chat support, and outbound sales.
- Ensure accurate documentation within our CRM and adherence to company SOPs.
- Partner with our tech team to build and optimize dashboards for real-time KPI monitoring.
- Collaborate with HR to refine hiring profiles and enhance retention strategies after the first 60-90 days of employment.
- Manage labor costs within the department to ensure budget alignment.
- Drive customer satisfaction through effective service delivery and exceptional team performance.
What You Bring to the Table:
- Education: College degree preferred but not required.
- Experience: 2 years of relevant work experience managing a contact center or similar team environment with 50 employees.
- Skills: Proficiency in contact center platforms, a strong understanding of KPIs, excellent communication, and proven ability to coach and develop leaders.
- Personal Traits: Accountability-driven, solutions-oriented, and aligned with Moxie’s core values.
- Work Style: Adaptable, data-driven, and focused on empowering teams to achieve high performance.
What’s in It for You?
Pay Range: Starting at $65K – $70K per year (DOE).
Benefits:
- 401(k)
- Paid time off
- Parental leave
- Health insurance
- Dental and vision insurance
- Life Insurance
- Employee Discounts
- FREE Oil changes
Schedule:
- 8-hour shifts
- Monday to Friday, with some rotating weekends being on call
- No nights required
About Moxie Pest Control
We improve the quality of life for our customers, team, and community. With a central focus on service, expertise, and building life-long connections, Moxie’s #1 goal is to make our customers feel at home in their home again by delivering the most valuable pest control services available. We do this by empowering our employees, fostering a culture of continuous improvement, and focusing on meaningful customer interactions.
If you’re ready to take on a leadership role in a dynamic, fast-paced environment and help us set the gold standard for contact center performance, we want to hear from you!
Job Type: Full-time
Pay: $65,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- On call
- Weekends as needed
Ability to Commute:
- Tempe, AZ 85282 (Required)
Ability to Relocate:
- Tempe, AZ 85282: Relocate before starting work (Required)
Work Location: In person
Salary : $65,000 - $70,000
