Performance Enablement Manager

Greenix Pest Control and Exterminator Services • Johnston, RI

4d • Onsite

About The Position

The Performance Enablement Manager drives agent performance and supports a high-quality customer experience within Greenix’s call center. The role oversees training, quality assurance, and continuous improvement efforts, ensuring Customer Experience specialists have the skills, resources, and feedback needed to succeed.

The position maintains and enhances quality standards, using the Cresta AI tool for call evaluations, calibration sessions, and reporting that provides leadership with actionable insights. It balances training and QA initiatives with call center performance measures, including utilization, honesty, script adherence, quality, and customer satisfaction. The role is full-time and on-site at Corporate HQ.

Requirements

• High school diploma or equivalent.
• Proven experience in customer service or call center roles.
• Excellent communication and interpersonal skills.
• Problem-solving abilities and a proactive approach to customer satisfaction.
• Ability to thrive in a fast-paced work environment.

Nice To Haves

• Additional education.
• Knowledge of or interest in pest control.

Responsibilities

• Oversee Training Specialists and support and coach them as they facilitate week-two onboarding nesting and additional live training.
• Identify training objectives, content, methods, and materials for different roles and organizational levels.
• Partner with Learning and Development to support Customer Experience onboarding and continuing education.
• Evaluate training effectiveness using assessments, feedback, and performance metrics, and adapt training to business needs, agent performance, and customer trends.
• Maintain records of training activities, including attendance, evaluations, and certifications.
• Oversee Quality Assurance Specialists and coach them on evaluations, feedback, calibration meetings, and performance reporting.
• Use Cresta to evaluate call quality at scale and ensure consistent script adherence and compliance.
• Align evaluators, leadership, and agents on performance standards.
• Partner with leaders to design department scorecards and guide quarterly review discussions.
• Use Cresta insights to identify coaching opportunities and performance trends and provide actionable feedback to leadership.
• Create and distribute regular Cresta data reports covering strengths, improvement areas, and progress toward departmental goals.
• Collaborate across functions to refine Cresta prompts, tagging, and evaluation criteria as business needs evolve.
• Coordinate preparation and distribution of business review slide decks to leaders in line with meeting schedules.
• Maintain a weekly-updated Customer Experience project log tracking owners, target dates, accomplishments, in-progress items, and pending tasks.
• Identify project roadblocks, escalate concerns, and propose solutions to keep projects on track.
• Develop and maintain SOPs, playbooks, and process documentation.
• Support adoption of tools, processes, and training programs through clear communication and structured rollout plans.

Benefits

• Medical insurance with subsidized premiums for employees and enrollees.
• Dental, vision, disability, accident, and life insurance options.
• 401(k) retirement program with a company match of up to 5% of employee contributions.
• Employee assistance program offering support for emotional, financial, legal, health, or work-related struggles for employees and their dependents.
• Paid leave for all of life’s reasons.
• Bonus programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED