Call Center Manager, Energy Programs

Everblue; Huntersville (NC); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work schedule

Career growth opportunities

Job summary

Everblue in Huntersville, NC, is seeking a mid-level Contact Center Manager to lead a team supporting contractors and applicants navigating home energy programs nationwide.

You will own daily inbound and outbound call center operations, coach 5–10 direct reports, handle escalations, and drive improvements to the applicant experience and program compliance.

This hands-on hybrid role offers strong growth within a mission-driven organization advancing energy efficiency and sustainability.

Qualifications

• Excellent problem-solving skills and experience handling escalations.
• Proficiency with Aircall and/or Call Center Software Implementation required.
• Proficiency with AI tools and automations.
• Track record running SLAs, reporting metrics and improving KPIs.
• Experience reviewing documentation or managing application workflows required.

Responsibilities

• Run daily inbound and outbound call center operations to meet service level agreements for response time, resolution, and quality.
• Manage scheduling, forecasting, and capacity across phone, email, chat, and web.
• Develop and maintain operational policies, SOPs, and call scripts.
• Monitor call queues and staffing in real time and adjust as volume shifts.
• Identify ways to streamline processes and enhance the customer journey.
• Handle complex escalations and contractor or applicant disputes while ensuring program compliance.
• Help customers understand program options, eligibility, timelines, and required documentation.
• Develop strategies to improve customer satisfaction and first call resolution.
• Maintain a customer-first culture throughout the team.
• Oversee CRM accuracy for registrations, applications, and support requests.
• Review and verify documentation for completeness.
• Evaluate applications for program eligibility and alignment with program guidelines.
• Conduct rebate reservation reviews and support project closeout.
• Troubleshoot technical issues related to platforms, credentials, and program systems.
• Hire, coach, evaluate, and address performance issues for 2 to 5 direct reports.
• Set individual and team performance goals and hold staff accountable.
• Conduct regular performance evaluations and provide coaching and feedback.
• Address employee relations issues, conflict resolution, and disciplinary actions.
• Foster a positive, motivated, and engaged team culture.
• Identify training needs and coordinate ongoing learning opportunities.
• Develop training materials, scripts, and SOPs for agents.
• Mentor and prepare high-performing agents for advancement.
• Ensure staff is up to date on program knowledge, policies, and compliance.
• Track and analyze KPIs and report on program performance.
• Implement quality assurance programs and conduct call monitoring and audits.
• Identify performance gaps and develop improvement plans.
• Share customer insights with internal teams to improve programs and the customer experience.
• Direct outbound calling to applicants for status updates, missing documentation, and re-engagement.
• Surface field insights with program and product teams to improve the journey.
• Ensure operations comply with TCPA and applicable program requirements.
• Maintain data privacy and security standards.
• Enforce company policies and code of conduct.
• Document and mitigate operational risks.

Skills

Problem-solving

Escalation management

Communication

Empathy

Active listening

Coaching and leading teams

Adaptability

CRM familiarity

Microsoft Office

Energy program knowledge

Education

Bachelor's degree preferred

Tools

Aircall

Call Center Software Implementation

AI tools & automation

CRM systems

Microsoft Office

Job description

Note: This role is a hybrid position in Huntersville, NC

Overview

Empower professionals. Advance sustainability. Make a difference.

Everblue is seeking a mid-level Contact Center Manager to lead the team that supports contractors and applicants navigating home energy programs nationwdie.

At Everblue, we help people build careers in energy efficiency and sustainability through technology solutions and program support. Our mission is to support professionals, contractors, and organizations nationwide in creating a more sustainable future.

In this role, you will own daily inbound and outbound call center operations, coach 5-10 direct reports, and make sure applicants get accurate answers and clear next steps from eligibility through rebate closeout.

We're looking for a hands-on manager who handles escalations personally, sets the standard for how the team works, and takes ownership of improving the applicant experience.

What You'll Do

Operations Management

• Run daily inbound and outbound call center operations to meet service level agreements for response time, resolution, and quality
• Manage scheduling, forecasting, and capacity across phone, email, chat, and web
• Develop and maintain operational policies, SOPs, and call scripts
• Monitor call queues and staffing in real time and adjust as volume shifts
• Identify ways to streamline processes and enhance the customer journey

Customer Experience and Success

• Handle complex escalations and contractor or applicant disputes while ensuring program compliance
• Help customers understand program options, eligibility, timelines, and required documentation
• Develop strategies to improve customer satisfaction and first call resolution
• Maintain a customer-first culture throughout the team

Application Processing & Program Support

• Oversee CRM accuracy for registrations, applications, and support requests
• Review and verify documentation for completeness
• Evaluate applications for program eligibility and alignment with program guidelines
• Conduct rebate reservation reviews and support project closeout
• Troubleshoot technical issues related to platforms, credentials, and program systems

Team Management

• Hire, coach, evaluate, and address performance issues for 2 to 5 direct reports
• Set individual and team performance goals and hold staff accountable
• Conduct regular performance evaluations and provide coaching and feedback
• Address employee relations issues, conflict resolution, and disciplinary actions
• Foster a positive, motivated, and engaged team culture

Training & Development

• Identify training needs and coordinate ongoing learning opportunities
• Develop training materials, scripts, and SOPs for agents
• Mentor and prepare high-performing agents for advancement
• Ensure staff is up to date on program knowledge, policies, and compliance

Performance & Quality

• Track and analyze KPIs and report on program performance
• Implement quality assurance programs and conduct call monitoring and audits
• Identify performance gaps and develop improvement plans
• Share customer insights with internal teams to improve programs and the customer experience
• Direct outbound calling to applicants for status updates, missing documentation, and re-engagement
• Surface field insights with program and product teams to improve the journey

Compliance & Risk Management

• Ensure operations comply with TCPA and applicable program requirements
• Maintain data privacy and security standards
• Enforce company policies and code of conduct
• Document and mitigate operational risks

What We're Looking For

• Excellent problem-solving skills and experience handling escalations
• Proficiency with Aircall and/or Call Center Software Implementation required
• Proficiency with AI tools and automations
• Track record running SLAs, reporting metricsand improving KPIs
• Experience reviewing documentation or managing application workflows required
• Excellent communication, empathy, and active listening skills
• Demonstrated ability coaching and leading teams
• Comfort learningnew systems and guiding users through online platforms
• Detail-oriented with the ability to manage multiple priorities
• Familiarity with CRM systems and Microsoft Office and Applications
• Familiarity with energy efficiency, rebate, or utility programs a plus
• Bachelor's degree preferred, though relevant experience will be considered

Why Join Everblue?

Mission-Driven Work

Support programs that advance energy efficiency and sustainability nationwide.

Develop professionally within a growing organization supporting the clean energy workforce. This role has high opportunity for growth.

Hybrid Flexibility

Hybrid schedule available after initial onboarding in Huntersville, NC.

Supportive Culture

A collaborative team environment that values initiative, creativity, and humor (rubber chickens included).

Everblue is an equal opportunity employer. We value the diverse perspectives, experiences, and talents within our team and encourage all qualified candidates to apply.