Agent Performance & Growth Manager

Service Experts; Fairfax (VA); On-site; USD 120,000 - 170,000; Full time

Job summary

Service Experts is seeking an Agent Performance & Customer Growth Manager to drive agent performance, call conversion, customer growth, and inbound/outbound revenue generation across the Contact Center. This role leads the Performance coaches and Outbound Program, partnering with Supervisors to implement coaching plans and PIPs for underperforming agents.

The role requires leading coaching cadences, analytics reporting, and collaboration with Operations, QA, Training, and other teams to optimize

Qualifications

• Minimum Experience: 6+ years.
• Minimum Education: Bachelor's Degree.

Responsibilities

• Conversion Performance: own and monitor the conversion of sales/service calls and reporting by agent, team, region, call type, and customer segment.
• Performance Coaching: lead the Performance Coaches and establish coaching priorities based on conversion data and KPIs.
• Supervisor Partnership: work with supervisors to develop and execute individualized coaching plans with follow-up.
• Performance Improvement: establish and monitor formal PIPs for underperforming agents.
• Performance Cadence: lead recurring performance reviews to identify top/underperforming agents and coaching needs.
• Outbound Program Leadership: manage outbound calling activities and campaigns.

Education

Bachelor's Degree

Job description

Service Experts is seeking an Agent Performance & Customer Growth Manager to drive agent performance, call conversion, customer growth, and inbound/outbound revenue generation across the Contact Center. This role leads the Performance coaches and Outbound Program, partnering with Supervisors to implement coaching plans and PIPs for underperforming agents.

The role requires leading coaching cadences, analytics reporting, and collaboration with Operations, QA, Training, and other teams to optimize