Contact Center Manager

About us:

The Contact Center Manager is a key role to helping manage and optimize Vertex’s growing customer experience operations. The role will be responsible for recommending and executing sales and customer experience strategies and tactics to improve contact center operations and overall ROI in a fast growth company.

The successful candidate will possess strong contact center experience and will have proven themselves in being able to turn around struggling contact centers. Key skills include sales mindset, 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. Key responsibilities will be coaching and building contact center leaders of the future.

The ideal candidate will be current on leading 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.

Location: This role is fully onsite in the Hartford, CT area.

Accountabilities and responsibilities:

• 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

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:

• Bachelor’s degree
• 2 years of ServiceTitan experience
• 2 years of Five9 or similar contact center technology experience/implementation experience

Compensation: $80,000-100,000K based on experience with bonus incentives based on KPI performance

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