About the Role:

he Contact Center Manager leads Contact Center Supervisors and Inside Sales Contact Center Agents responsible for converting inbound and outbound leads into qualified appointments that support Long Home's sales and revenue objectives. This position oversees daily Contact Center performance, develops frontline leadership, analyzes conversion and productivity data, and ensures the effective use of technology, artificial intelligence, automation, and quality assurance tools. The Contact Center Manager is responsible for creating a performance-driven environment focused on lead conversion, appointment quality, operational execution, continuous improvement, and a positive prospect experience

Responsibilities:

• Hire, train and lead Contact Center Supervisors and agents to ensure quality of service provided aligns with Long Home values.
• Coach, develop, and motivate Contact Center Supervisors and Inside Sales Contact Center Agents to convert leads into qualified appointments and consistently achieve established sales, productivity, quality, and conversion goals
• Develop supervisors in sales coaching, objection handling, call strategy, accountability, performance management, scheduling, data analysis, and operational decision-making
• Oversee the day-to-day operations of the team to ensure the daily goals are met.
• Lead the implementation, adoption, and continuous optimization of AI-powered contact center technologies, including voice AI, chat, SMS, and agent-assist solutions.
• Continuously evaluate emerging AI technologies and recommend new tools and enhancements to improve efficiency, customer satisfaction, and conversion rates.
• Review AI conversations and interactions regularly to identify improvement opportunities, update workflows, and optimize prompts and business rules.
• Ensure AI knowledge bases remain accurate and current by coordinating updates to scripts, FAQs, products, promotions, and company policies.
• Trains supervisors and Agents on effectively utilizing AI tools and ensure adoption through ongoing coaching and performance management.
• Ensure the team properly utilizes approved contact center tracking technologies.
• Monitor individual and team results through audit of quality assurance strategies and compliance with company policies.
• Lead team meetings, proactively listen to agent questions and concerns and provide effective coaching.
• Prepare reports and analyze agent data to improve processes, ensure resources are properly allocated and to maximize efficiency.
• Identify and act on performance trends to ensure attainment of goals and performance targets.
• Ensure team members meet performance goals and correct when needed.
• Provide communication and training to ensure Contact Center Supervisors and Agents are fully informed of product offerings, the industry and company policies and procedures.
• Resolve escalated customer complaints and maintain customer satisfaction and retention.
• Ensure cross-departmental collaboration to improve processes and leverage best practices, working closely with Marketing, Sales and Operations, as needed.
• Provide verbal and written performance feedback, including annual performance reviews, and follow the Long Home disciplinary action process, when applicable.
• Maintain an environment that embodies the company's Mission, Vision, and Values.
• Remain in compliance and up to date on all company-wide live and digital training.
• Perform other related duties as assigned.

Qualifications:

• Proven experience in call center marketing.
• Experience implementing or managing AI-powered contact center technologies, conversational AI, speech analytics, workforce optimization, or automation platforms preferred.
• Strong understanding of AI, workflow automation, CRM integrations, and data-driven operational improvements.
• Experience working with Salesforce, Five9, AI voice platforms, chatbots, knowledge management systems, and analytics platforms preferred.
• Effectivecommunication, both written and verbal.
• Ability to manage and lead a team of performance-driven employees.
• Ability to multitask, remain calm under pressure, manage stress and ensure team performance, especially during high-pressure periods, peak seasons and demanding customer situations.
• Ability to generate and analyze reports to support decision making and problem solving.
• Strong interpersonal skills, including conflict resolution.
• Ability to work in a fast-paced professional environment.
• Ability to instill and demonstrate company values, mission, and vision to others.
• Proficiency with moderately advanced technologies, including complex software applications and phone systems.
• Skilled incomprehendingdetaileddocuments, including step-by-step instructions,diagramsand processes.
• Able to create written instructions, workflow charts and step-by-step processes.
• Experienced in presenting to groups.
• Ability to calculate all units of measurement.

Education/Experience:

• High school diploma or equivalent required; college degree preferred.
• Minimum of 5 years of experience in a high-volume call center setting; home improvement or similar industry experience preferred.

Skills:

The Contact Center Manager will utilize leadership and communication skills daily to motivate and guide their team towards achieving service excellence. Analytical skills are essential for interpreting performance data and making informed decisions to optimize operations. Proficiency with contact center technologies and CRM systems enables efficient management of customer interactions and resource allocation. Problem-solving skills are critical when addressing escalated customer issues and operational challenges. Additionally, strategic planning and project management skills support the implementation of process improvements and technology upgrades that enhance overall contact center performance.