Contact Center Manager

Apex Service Partners • Dayton, OH

6d

About The Position

Contact Center Manager (CCM) Manager Job Summary: The Contact Center Manager is responsible for driving strategic contact center initiatives to enhance customer service across Michigan for a trusted brand. This role requires extensive experience, analytical skills, and a passion for identifying and addressing customer service opportunities. The manager will oversee call flows, overflow strategies, and other processes to improve customer interactions, productivity, staffing, and training. Additionally, this position includes generating revenue through leveraging technology, appointment bookings, overcoming objections, and promoting new membership plans.

Requirements

• Minimum of 4 years of call center management experience.
• Proven experience managing employees remotely.
• Ability to travel across the state of Michigan as needed.
• Strong organizational skills.
• Strong communication and stakeholder management skills
• Ability to guide teams through uncertainty while maintaining morale and performance.

Nice To Haves

• Experience with Service Titan software and/or experience in the home service s industry.
• Experience working with AI tools, voice AI (Brocoli AI, Avoca AI, Replicant AI), Hatch AI, and managing Google LSA leads.

Responsibilities

• Operational Management: Oversee day-to-day call center operations across various locations in Michigan.
• Develop and implement call center processes to enhance the customer experience.
• Identify staffing needs, recruit, hire, and onboard CSRs.
• Project call volumes based on upcoming weather and seasons to staff contact center to meet demand
• Monitoring processes in place to manage multiple channels of leads and ensuring the leads are contacted in timely manner.
• Build a healthy, supportive team culture that strengthens engagement and drives improvements in Employee Net Promoter Score (eNPS) results.
• Collaborate with the team to incorporate fun, engaging activities as a regular and valued part of the workplace culture.
• Performance Management: Train, coach, and manage customer service representatives (CSRs).
• Ensure the team achieves key performance indicators (KPIs), including average speed to answer, booked per call %, Abandoned %, Overflow %, membership sales
• Manage scorecard for CSRs.
• Modify KPIs for CSRs to drive revenue.
• Customer Experience: Resolve and deescalate customer concerns that go beyond CSR capabilities.
• Contact review of processes in place for customer escalations.
• Escalate concerns with GMs and other stakeholders so customer concerns are resolved and thrive for first call resolution.
• Change Management: Lead change management efforts to ensure smooth adoption of new processes, technologies, and customer service initiatives.
• Partner with cross‑functional teams to plan, implement, and optimize operational changes within the contact center.
• Strategic Initiatives: Analyze trends and data to recommend effective solutions.
• Develop innovative ideas for call flows and overflow strategies.
• Implement revenue-generating activities.

Benefits

• Year-round vacation opportunities.
• Medical, Dental, & Vision Insurance provided at no cost to the employee, with family plans available.
• 401(k) with company match up to 4%.
• Basic & Optional Life Insurance.
• Paid time off and holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed