Home Improvement

Role Description Oversee multiple company call centers including call center leadership and agents, providing senior leadership and driving growth for the contact center operations. - Develop and implement operational strategies to optimize performance and streamline processes, particularly in scaling operations for rapid expansion. - Forecast department staffing needs and manage staffing levels. - Provide coaching and mentoring to optimize performance and professional growth. - Monitor and analyze call center metrics and reports to identify trends, address performance gaps, and implement process improvements. - Identify and implement strategies to optimize efficiency, productivity, and sales. - Ensure agent training programs are successfully implemented, reviewed, and updated. - Evaluate and maintain relationships with software vendors and new technologies to boost performance. Qualifications - 10+ years of contact center experience and 5+ years of senior leadership experience within the home services industry. - The ability to lead and develop multiple layers of management. - Experience overseeing regional/multiple call centers. - Proven ability to scale contact center operations. - Experience managing both inbound and outbound contact center activities. Benefits - Flexible compensation, base + bonus. - 401K with match & PTO. - Remote opportunity with travel. Company Description This is a well-established regional home improvement company.