Vice President, Contact Center

Vertex Service Partners•Charlotte, NC

1d•$150,000 - $180,000•Hybrid

About The Position

Vertex Service Partners is a home improvement services company focused on residential roofing and other exterior services across the United States. Backed by Alpine Investors, a top-decile private equity fund with $4.0 billion of committed capital, Vertex is building a best-in-class national platform. Our company is built on our core values— servant leadership, unwavering character, a growth mindset, persistence, empowerment, pace, and fun —and guided by three pillars: being the Employer of Choice , Partner of Choice , and Contractor of Choice . We offer transformative support in operations, marketing, training, talent, finance, and technology, all while preserving the autonomy of local brands. Vertex Service Partners Charlotte, North Carolina, United States (Hybrid) Who We Are: Vertex Service Partners is a company focused on acquiring and growing residential home improvement services companies in the United States, with a focus on residential roofing & other exterior services. Vertex is backed by Alpine Investors, a top-decile private equity fund with a long history of successful investments in similar industries. Vertex is an investment out of Alpine’s 9th fund, which has ~$4.5 billion of committed capital. This is an opportunity to be on the ground floor of a company with the explicit mandate to grow to be a multi-billion-dollar company within the next five years, with the goal to grow the right way – through a relentless focus on employee and customer experience. Location: Hybrid (6525 Carnegie Blvd, Charlotte, NC 28217) Who We Are Looking for: This is an excellent opportunity to help manage Vertex’s growing contact center operations around the country. The role will be responsible for driving key outcomes and KPI’s in a multi-site environment while also implementing strategic initiatives to build the contact center of the future. The successful candidate will possess strong contact center experience and will have proven themselves in being able to turn around struggling call centers. Key skills include a sales mindset, strategic thinking, project management and analytical abilities to be able to drive initiatives that deliver on key operational, financial and customer KPI’s. The ideal candidate will be current on leading technology solutions such as AI agents and have demonstrated experience with workforce management, telephony solutions and QA. While the location is based in Charlotte, NC, travel to multiple locations will be required including regional hubs in Florida, Northeast and West.

Requirements

Minimum of 7-10 years call center management experience required with Five9 experience or similar telephony platform
Experience in the home improvement industry with creating a sales center
Experience with leveraging AI agents on the inbound and outbound side as well automation pilots on other areas of CC operations.
Strong knowledge of call center technology, including Dialer, CBA, workforce management, and quality management tools
Experience with development and implementing Training including SOP’s Knowledge Base and scripting
Proven tactics to recruit and retain CC Managers as well as CXR’s including new hire onboarding
Proven and demonstrable leadership, management and motivational skills
Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity

Nice To Haves

Experience in home services or similar fast paced DTC service industry preferred

Responsibilities

Provide strong leadership to multiple call centers and their management teams
Drive call centers to establish and hit key performance indicators including Sales Booking, ASA, AHT, efficiency, turnover, and financial performance.
Champion the culture of the center, including revising and training on scripts, development and QC that will drive recruiting and retention.
Continuously innovate and develop knowledge and processes within the centers to improve the customer experience, employee satisfaction, and corporate performance
Partner with ELT and IT to implement new technologies as the call centers continue to transform into omni-channel contact centers