Manager, Customer Service

Service Experts • Fairfax, VA

7d

About The Position

The Agent Performance & Customer Growth Manager is responsible for driving agent performance, call conversion, customer growth, and inbound/outbound revenue generation across the Contact Center. This role owns conversion performance reporting and ensures performance insights translate into targeted coaching, accountability, and measurable results. The Manager directly leads the Performance coaches and Outbound Program, while partnering closely with Contact Center Supervisors to implement coaching plans and Performance Improvement Plans (PIPs) for agents performing below established expectations.

Requirements

• Minimum Experience: 6+ years
• Minimum Education: Bachelor's Degree

Responsibilities

• Own and monitor conversion of the sales/service calls and reporting by agent, team, region, call type, and customer segment; identify trends and performance gaps.
• Lead the Performance Coaches and establish coaching priorities based on conversion data and other established KPIs.
• Work with supervisors to develop and execute individualized coaching plans and ensure consistent follow-up and accountability.
• Partner with supervisors and leadership to establish and monitor formal PIPs for agents consistently performing below expectations.
• Lead recurring performance reviews to identify top performers, underperformers, trends, coaching needs, and corrective actions.
• Own the execution, staffing, and performance of outbound calling activities and campaigns.
• Develop and manage tiered outbound campaigns based on customer opportunity, revenue potential, service-center capacity, seasonality, and business priorities.
• Drive programs targeting unbooked/lost leads, aged opportunities, customer reactivation, memberships, and other customer growth opportunities.
• Partner with Operations to target outbound activity toward markets and service centers with available technician capacity.
• Maintain scorecards measuring conversion, coaching effectiveness, agent improvement, outbound productivity, campaign conversion, appointments generated, and incremental revenue.
• Partner with Operations, QA, Training, and other teams to improve scripting, processes, lead routing, agent tools, and performance practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager