Agent Performance & Growth Manager

2240 Service Experts Heating & AC LLC; Fairfax (VA); On-site; USD 110,000 - 140,000; Full time

Job summary

Service Experts Heating & Air Conditioning is seeking an Agent Performance & Customer Growth Manager to drive agent performance, call conversion, customer growth, and revenue generation across the Contact Center. This role leads Performance Coaches and the Outbound Program, partnering with Supervisors to implement coaching plans and PIPs for agents performing below established expectations.

Direct Reports: Performance Coaches and Outbound Program leadership; focus on coaching, capacity planning,

Qualifications

• Bachelor's degree required; 6+ years of experience in a contact center or sales environment.
• Proven ability to lead data-driven coaching and drive performance improvements.
• Strong analytical and communication skills with a track record of improving KPIs.

Responsibilities

• Own and monitor conversion performance and reporting by agent, team, region, and segment.
• Lead the Performance Coaches and establish coaching priorities based on KPIs and data.
• Collaborate with Supervisors to develop individualized coaching plans and ensure accountability.
• Establish and monitor formal PIPs for underperforming agents.
• Lead recurring performance reviews to identify trends and coaching needs.
• Oversee outbound program leadership, staffing, and campaign effectiveness.
• Develop tiered outbound campaigns based on opportunity, capacity, and seasonality.
• Drive programs for lead recovery, customer reactivation, and membership growth.
• Coordinate with Operations for capacity-based demand generation and enhanced routing.
• Maintain scorecards measuring conversion, coaching effectiveness, and revenue impact.

Skills

Data analysis

Performance coaching

Leadership

Forecasting

Education

Bachelor's Degree

Tools

CRM software

Excel

Job description

Service Experts Heating & Air Conditioning is seeking an Agent Performance & Customer Growth Manager to drive agent performance, call conversion, customer growth, and revenue generation across the Contact Center. This role leads Performance Coaches and the Outbound Program, partnering with Supervisors to implement coaching plans and PIPs for agents performing below established expectations.

Direct Reports: Performance Coaches and Outbound Program leadership; focus on coaching, capacity planning,