Performance & Growth Programs Manager

Service Experts Heating & AC LLC; Merrifield (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

Service Experts Heating & Air Conditioning in Merrifield, VA seeks an Agent Performance & Customer Growth Manager to drive agent performance, coaching, and outbound revenue across the Contact Center. You will own conversion reporting and translate insights into targeted coaching and measurable results.

Lead the Performance Coaches and Outbound Program, partner with Supervisors to implement coaching plans and PIPs, manage tiered campaigns, and deliver sustainable appointment and revenue growth

Qualifications

• Minimum 6+ years of experience in contact center or sales leadership.
• Bachelor's Degree required.

Responsibilities

• Drive agent performance, coaching, and KPI improvement to raise call conversion.
• Lead the Performance Coaches and Outbound Program, implementing coaching plans and PIPs.
• Oversee outbound campaigns, lead recovery, and revenue growth initiatives.
• Maintain scorecards and analytics for conversion, coaching effectiveness, and campaign ROI.

Education

Bachelor's degree

Job description

Service Experts Heating & Air Conditioning in Merrifield, VA seeks an Agent Performance & Customer Growth Manager to drive agent performance, coaching, and outbound revenue across the Contact Center. You will own conversion reporting and translate insights into targeted coaching and measurable results.

Lead the Performance Coaches and Outbound Program, partner with Supervisors to implement coaching plans and PIPs, manage tiered campaigns, and deliver sustainable appointment and revenue growth