Vertex Service Partners · 1 month ago
Vice President, Contact Center
Charlotte, NC 28211
Full-time
Onsite
Director/Executive
$150K/yr - $180K/yr
7+ years expVertex Service Partners is a home improvement services company focused on residential roofing and exterior services across the United States. The Vice President, Contact Center will lead and manage multiple call centers, driving performance metrics and implementing strategic initiatives to enhance operations and customer experience.
Civil EngineeringConstructionProperty DevelopmentResidential
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
Qualification
Required
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
Preferred
Experience in home services or similar fast paced DTC service industry preferred
Benefits
Health, Dental, and Vision Insurance
401(k) with company match
Company sponsored Life and AD&D coverage
Paid Time Off
Opportunities for growth and on-the-job training
Company
Vertex Service Partners
Vertex Service Partners provides shared services and operational support for construction and service contractors.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Dennis Elliott
Chief Executive Officer
Jane Margolin, MBA
Chief Operating Officer
Company data provided by crunchbase