Agent Performance & Growth Leader

Service Experts; Fairfax (VA); On-site; USD 95,000 - 130,000; Full time

Job summary

Service Experts Heating & Air Conditioning seeks an Agent Performance & Customer Growth Manager who will drive agent performance, call conversion, and inbound/outbound revenue across the Contact Center. The role leads Performance Coaches and the Outbound Program and partners with Supervisors on coaching plans and PIPs.

With 6+ years of experience, you will own reporting, lead performance reviews, and guide tiered outbound campaigns to grow memberships and appointments, ensuring accountability

Qualifications

• Minimum 6+ years of experience in performance coaching within a contact center.
• Bachelor's degree required.
• Strong data-driven coaching using KPI analytics and dashboards.

Responsibilities

• Own conversion performance reporting by agent, team, region, call type, and customer segment.
• Lead Performance Coaches and outbound program to drive revenue growth.
• Partner with supervisors to implement coaching plans and PIPs for underperforming agents.
• Lead performance reviews and tiered outbound campaigns.
• Collaborate with Operations to align staffing and capacity with demand.
• Maintain scorecards on conversion, coaching effectiveness, and revenue impact.

Skills

Leadership

Coaching

Analytics

Performance management

Communication

Education

Bachelor's Degree

Job description

Service Experts Heating & Air Conditioning seeks an Agent Performance & Customer Growth Manager who will drive agent performance, call conversion, and inbound/outbound revenue across the Contact Center. The role leads Performance Coaches and the Outbound Program and partners with Supervisors on coaching plans and PIPs.

With 6+ years of experience, you will own reporting, lead performance reviews, and guide tiered outbound campaigns to grow memberships and appointments, ensuring accountability