Call Center Manager, Home Energy Rebates

Everblue•Huntersville, NC

8d•Hybrid

About The Position

Empower professionals. Advance sustainability. Make a difference. Everblue is seeking a Call Center Manager to lead the team that supports contractors and applicants navigating home energy rebate programs, including HOMES and HEEHR. At Everblue, we help people build careers in energy efficiency and sustainability through technology solutions and program support. Our mission is to support professionals, contractors, and organizations nationwide in creating a more sustainable future. In this role, you will own daily inbound and outbound call center operations, coach 2 to 5 direct reports, and make sure applicants get accurate answers and clear next steps from eligibility through rebate closeout. We're looking for a hands-on manager who handles escalations personally, sets the standard for how the team works, and takes ownership of improving the applicant experience.

Requirements

Strong problem-solving skills and experience handling escalations
Track record running SLAs and improving KPIs
Experience reviewing documentation or managing application workflows
Excellent communication, empathy, and active listening skills
Comfort learning new systems and guiding users through online platforms
Detail-oriented with the ability to manage multiple priorities
Proficiency with Call Center Systems/Software and implementation
Familiarity with CRM systems and Microsoft Office (Google Drive a plus)
Familiarity with energy efficiency, rebate, or utility programs a plus
Bachelor's degree preferred, though relevant experience will be considered

Responsibilities

Run daily inbound and outbound call center operations to meet service level agreements for response time, resolution, and quality
Manage scheduling, forecasting, and capacity across phone, email, chat, and web
Develop and maintain operational policies, SOPs, and call scripts
Monitor call queues and staffing in real time and adjust as volume shifts
Identify ways to streamline processes and enhance the customer journey
Handle complex escalations and contractor or applicant disputes while ensuring program compliance
Help customers understand program options, eligibility, timelines, and required documentation
Develop strategies to improve customer satisfaction and first call resolution
Maintain a customer-first culture throughout the team
Oversee CRM accuracy for registrations, applications, and support requests
Review and verify documentation for completeness
Evaluate applications for program eligibility and alignment with program guidelines
Conduct rebate reservation reviews and support project closeout
Troubleshoot technical issues related to platforms, credentials, and program systems
Hire, coach, evaluate, and address performance issues for 2 to 5 direct reports
Set individual and team performance goals and hold staff accountable
Conduct regular performance evaluations and provide coaching and feedback
Address employee relations issues, conflict resolution, and disciplinary actions
Foster a positive, motivated, and engaged team culture
Identify training needs and coordinate ongoing learning opportunities
Develop training materials, scripts, and SOPs for agents
Mentor and prepare high-performing agents for advancement
Ensure staff is up to date on program knowledge, policies, and compliance
Track and analyze KPIs and report on program performance
Implement quality assurance programs and conduct call monitoring and audits
Identify performance gaps and develop improvement plans
Share customer insights with internal teams to improve programs and the customer experience
Direct outbound calling to applicants for status updates, missing documentation, and re-engagement
Surface field insights with program and product teams to improve the journey
Ensure operations comply with TCPA and applicable program requirements
Maintain data privacy and security standards
Enforce company policies and code of conduct
Document and mitigate operational risks