Contact Center Operations Manager

Proforce Pest Control•Boca Raton, FL

About The Position

The Contact Center Operations Manager leads the day-to-day operation of Proforce’s contact center. The programs, audits, and reporting are already built and documented; the role is to maintain healthy performance, develop supervisors and team leads, and guide the adoption of AI and automation. The manager owns service level, abandon rate, retention, collections, and quality, using reports and live queues to identify issues and address them promptly. This is a leadership role with a small, highly skilled team. The contact center operates across more than one shift and includes weekend operations during the season, so the manager must be reachable during operating hours when issues arise. The role partners with the Director of Customer Experience in a weekly Monday meeting to review performance, causes, and recommendations.

Requirements

At least 5 years of contact center leadership experience, including at least 2 years in home services.
Experience leading more than one function, such as retention, billing, collections, or scheduling.
Experience managing through supervisors or leads.
Experience scheduling an operation that runs more than one shift and changes with the seasons.
Experience overseeing a quality or audit program and coaching based on its findings.
Strong knowledge of telephony and call routing, including skills, queues, and call flows.
Ability to analyze interval reports and explain what happened.
Ability to build and defend a case using numbers.
Experience with AI in the contact center and enthusiasm for new technology.
Ability to maintain high standards consistently, including with long-tenured staff.
Strong writing skills and ability to manage remotely.

Responsibilities

Own service level, abandon rate, retention, collections, and quality performance, and understand the causes behind results.
Review daily reports and live queues and address issues the same day.
Distinguish coverage, adherence, and demand issues and respond appropriately.
Develop supervisors and team leads so routine decisions are handled without direct intervention.
Ensure QA, retention audits, and scorecards are completed accurately and on time, and use findings to drive coaching, training, or process changes.
Build schedules, seasonal coverage plans, and data-backed staffing recommendations.
Recommend which work should move to AI agents and automation and which should remain with people.
Meet with the Director of Customer Experience every Monday to present performance numbers, explain causes, and make recommendations.
Find and resolve execution problems through the team.
Be reachable during operating hours when issues arise.