Manager, Contact Center

SRS Distribution•Alpharetta, GA

1d•Onsite

About The Position

The Contact Center Manager is responsible for the strategic leadership, operational performance, and continuous improvement of the SRS Contact Center. This role oversees inbound and outbound customer engagement programs, vendor-managed call center relationships, workforce performance, service-level attainment, quality assurance, and revenue-generating initiatives that support branch operations, contractor engagement, and customer retention. The Contact Center Manager will work cross-functionally with Sales, Operations, Marketing, Technology, and Strategic Partnerships to ensure the Contact Center delivers a world-class customer experience while supporting company growth initiatives. This individual will lead a team focused on contractor engagement, lead generation, customer activation, program adoption, and operational efficiency.

Requirements

Bachelor's degree in business administration, marketing, or a related field
Proven experience in account management, sales, or a related field
Strong strategic thinking skills, with the ability to develop and implement effective sales strategies for growth
Strong analytical and reporting skills
Excellent communication skills to foster positive client relationships and collaborate with internal teams
Demonstrated ability to build and maintain strong relationships with employees and customers, ensuring satisfaction and retention
Proven experience collaborating with cross-functional teams, such as sales, marketing, and customer support
Track record of meeting and exceeding sales targets, contributing to business growth and success
Strong communication, leadership, coaching and organizational skills

Nice To Haves

Experience with CRM and Contact Center Technologies
Experience in construction, building products, distribution, home services, or contractor-focused industries
Experience with Salesforce, Five9, NICE, Genesys, 8X8 or similar platforms
Multi-location operational leadership experience
Lean, Six-Sigma, or continuous improvement experience

Responsibilities

Lead all day-to-day Contact Center operations including inbound, outbound, and campaign-based customer interactions.
Develop and execute the Contact Center strategy aligned with SRS growth objectives.
Establish performance standards, service levels, and operational metrics.
Create a culture focused on accountability, customer experience, and continuous improvement.
Manage staffing plans, scheduling, forecasting, and workforce optimization.
Oversee contractor outreach initiatives including: New account activation programs, Customer retention campaigns, Reactivation efforts, Branch-generated calling campaigns, Strategic partnership support programs.
Partner with Sales Enablement to execute national and regional engagement initiatives.
Ensure consistent messaging and customer experience across all channels.
Develop and maintain KPI dashboards measuring: Call volume, Service level attainment, Customer satisfaction, Outbound conversion rates, Revenue influenced, Program adoption metrics.
Analyze performance trends and recommend operational improvements.
Present monthly and quarterly performance reviews to executive leadership.
Recruit, train, coach, and develop Contact Center personnel.
Implement quality assurance and coaching programs.
Conduct regular performance reviews and career development planning.
Build succession plans for key team members.
Partner with IT and business stakeholders to optimize: Contact Center platforms, CRM systems, Workforce management tools, Reporting solutions, AI and automation initiatives.
Identify opportunities to improve efficiency through technology and process enhancements.
Lead implementation of new systems and operational procedures.
Partner closely with: Sales Leadership, Branch Operations, Marketing, Sales Enablement, Customer Experience, Strategic Partnerships.
Support company-wide initiatives requiring customer outreach and engagement.
Act as the voice of the customer by identifying trends and opportunities from Contact Center interactions.