Contact Center Manager

At Vertex Service Partners, we’re building the largest and most successful residential home services brands in the country. With financial backing from Alpine Investors and a commitment to being the employer, contractor and partner of choice, we’re poised for rapid growth. Our brands are known for their strong community ties, quality service, and commitment to being the best place to work. We believe that people are the driving force behind our success, and we strive to create a culture where talent thrives.

Job Summary:

We are seeking a dynamic and experienced Contact Center Manager to join our team and lead the development of our contact center from the ground up. This is an exciting opportunity to help shape and build a high-performing team, centralize our contact center model, and provide exceptional service to our growing West Coast territory/client base. This role will be responsible for building and training teams to ensure that our outside sales reps are set up for success.

The ideal candidate will possess strong contact center experience with at least two years in a managerial position. Key skills include sales mindset, strong communication, performance management, strategic thinking, project management, and analytical abilities to be able to drive initiatives that deliver on key operational, financial, and customer KPIs. This candidate should be current on contact center technology solutions with a focus on workforce management, telephony solutions that drive efficiency and have a proven track record of implementing new solutions in a contact center.

This is a full-time onsite position at our facility in Tacoma, WA.

Accountabilities and Responsibilities:

• Hire and provide strong leadership to contact center associates
• Drive contact center to achieve and exceed key performance indicators including Sales Booking, ASA, AHT, productivity, efficiency, quality, accuracy, customer satisfaction, attendance, retention, staffing utilization, and financial performance.
• Champion the culture, including collaborating on new policies, procedures, and training
• Provide one-on-one’s, team meetings, training, and coaching that will drive communication, performance, recruiting, and retention
• Continuously innovate and develop knowledge and processes within the center to improve the customer experience, employee satisfaction, and corporate performance
• Collaborate with cross-functional company leadership to deliver the best homeowner experience and drive business outcomes

Basic Requirements:

• Minimum of 2 years contact center manager experience required with a focus on sales-oriented and fast-paced industries
• 1 year of Five9 experience (or extremely similar contact center technology)
• Proven and demonstrable superior communication, interpersonal, feedback, leadership, performance management, conflict resolution, teamwork, change management, and motivational skills
• Excellent knowledge of sales techniques and customer service best practices
• Strong mentoring and meeting facilitation skills
• Working knowledge of contact center technology including quality management and workforce management
• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity

Preferred Requirements:

• Bachelor’s degree
• 2 years of ServiceTitan experience
• 2 years of Five9 experience and Five9 implementation experience
• Experience (and excitement) to build and grow a contact center from the ground up

Pay: $70,000-100,000K 15% bonus paid quarterly

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health Savings Account
• Flexible Spending Account
• Vision insurance
• Employee assistance program
• Life insurance
• Paid time off
• Paid parental leave