Agent Performance & Growth Manager

Service Experts LLC; Fairfax, Northern (VA, KY); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Service Experts Heating & Air Conditioning is seeking an Agent Performance & Customer Growth Manager in Fairfax, VA. You will drive agent performance, optimize call conversion, and lead outbound revenue programs across the Contact Center, partnering closely with supervisors to implement coaching plans and PIPs.

You will own reporting dashboards, lead the Performance Coaches, and direct outbound campaigns focused on lead recovery, customer reactivation, and membership growth, delivering

Qualifications

• Minimum Experience: 6+ years in contact center or performance roles.
• Bachelor's Degree required.

Responsibilities

• Own and monitor conversion and reporting by agent, team, region, call type, and customer segment.
• Lead Performance Coaches and establish coaching priorities based on data and KPIs.
• Collaborate with supervisors to develop coaching plans and ensure follow-up and accountability.
• Establish and monitor formal PIPs for underperforming agents.
• Lead recurring performance reviews to identify top performers and coaching needs.
• Oversee outbound calling activities and campaigns for revenue growth.
• Develop tiered outbound campaigns based on opportunity and capacity.
• Drive lead recovery, customer reactivation, and membership growth.
• Partner with Operations to focus activity where technician capacity exists.
• Maintain scorecards measuring conversion, coaching effectiveness, and revenue.

Skills

Leadership

Data analysis

Performance coaching

Outbound campaigns

KPIs reporting

Cross-functional collaboration

Education

Bachelor's Degree

Job description

Service Experts Heating & Air Conditioning is seeking an Agent Performance & Customer Growth Manager in Fairfax, VA. You will drive agent performance, optimize call conversion, and lead outbound revenue programs across the Contact Center, partnering closely with supervisors to implement coaching plans and PIPs.

You will own reporting dashboards, lead the Performance Coaches, and direct outbound campaigns focused on lead recovery, customer reactivation, and membership growth, delivering