Contact Center Operations Manager

ProForce Pest Control; Boca Raton (FL); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

PTO

Paid holidays

Remote work

AI tools experience

Job summary

ProForce Pest Control is seeking a seasoned Contact Center Leader to direct daily operations, drive KPI health, and guide the move toward AI and automation. You’ll develop leaders, optimize staffing, and ensure data-driven decisions across shifts and seasons.

This role partners with the Director of Customer Experience to present insights, build QA and coaching programs, and shape how automation complements human work while maintaining a high standard of service.

Qualifications

• 5+ years of contact center leadership experience, including a leadership role over multiple functions.
• Experience in home services is a must.
• Proven ability to coach, develop leaders, and drive process improvements.
• Experience scheduling operations across multiple shifts and seasons.
• Experience managing QA or audit programs and translating findings into coaching or changes.

Responsibilities

• Own service levels, abandon rate, retention, collections, and quality metrics and explain variances.
• Review daily reports and live queues and implement fixes the same day.
• Distinguish coverage vs adherence issues and address the real spike in demand.
• Coach supervisors to empower routine decisions.
• Ensure QA, retention audits, and scorecards are completed on time and drive actions.
• Build schedules, seasonal coverage plans, and staffing recommendations backed by data.
• Recommend which tasks move to AI and automation and which stay with people.
• Meet weekly with the Director of Customer Experience to review numbers, causes, and recommendations.

Skills

Contact center leadership

Home services experience

Cross-functional leadership

Supervisory management

Workforce scheduling

Quality/audit program

Telephony & call routing

Data reporting & analytics

AI in contact center

Remote management

Strong writing

Job description

What you’ll do:

You’ll run our contact center day-to-day. The programs, audits, and reporting are already built and documented. Your job is to keep the numbers healthy, develop the leaders who carry the work, and guide the move toward AI and automation.

• Owning service level, abandon rate, retention, collections, and quality, and knowing why each one is where it is
• Reviewing daily reports and live queues, and fixing what they show the same day
• Telling a coverage problem from an adherence problem from a real spike in demand, and solving the right one
• Coaching your supervisors and leads so routine decisions get made without you
• Making sure QA, retention audits, and scorecards are done on time and done well, then turning the findings into coaching, training, or process changes
• Building schedules, seasonal coverage plans, and staffing recommendations backed by numbers
• Recommending which work moves to AI agents and automation, and which stays with people
• Meeting with the Director of Customer Experience every Monday with the numbers, the causes, and your recommendations

What you get:

• Competitive salary
• Health, dental, vision, and life insurance
• PTO and paid holidays
• Remote work for the right candidate
• A built operation to lead with room to make it better
• Hands-on experience with AI voice agents and AI reporting tools

What we’re looking for:

• 5+ years of contact center leadership, including at least 2 in home services
• Experience leading more than one function, such as retention, billing, collections, or scheduling
• Experience managing through supervisors or leads
• Experience scheduling an operation that runs more than one shift and changes with the seasons
• Experience overseeing a quality or audit program and coaching from what it finds
• Strong knowledge of telephony and call routing: skills, queues, and call flows
• Able to read a report by interval and explain what actually happened
• Comfortable building a case with numbers and defending it
• Experience with AI in the contact center, and real excitement about new tech
• Able to hold a high standard consistently, including with long-tenured staff
• Strong writer and a good remote manager

What the job is really like:

This is a leadership role. When something isn’t getting done, your job is to find out why and fix it through your team. The team is small and highly skilled. The center is open beyond one shift and on weekends in season, so you’ll need to be reachable during operating hours if something goes wrong. If you love developing strong leaders and putting new technology to work, you’ll fit right in.

About Proforce

We’re a pest control company that cares about doing things right, for our customers and for each other. Our contact center is where a lot of customer relationships are won or lost, and our team works hard to get those conversations right.

We’re bringing in more automation and AI, so our people can spend their time on the calls that need a person. In this role, you’ll lead how that happens.

We hold a high bar, and we take care of our people. If that sounds like a good fit, we’d love to hear from you.

Proforce is an Equal Opportunity Employer.