Leadership Scope

• Manages Contact Center supervisors, team leads, and vendor relationships.

• Responsible for workforce planning, staffing strategy, performance management, and operational budget oversight.

• Leads internal and outsourced Contact Center resources.

Position Summary:

The Contact Center Manager is responsible for the strategic leadership, operational performance, and continuous improvement of the SRS Contact Center. This role oversees inbound and outbound customer engagement programs, vendor-managed call center relationships, workforce performance, service-level attainment, quality assurance, and revenue-generating initiatives that support branch operations, contractor engagement, and customer retention.

The Contact Center Manager will work cross-functionally with Sales, Operations, Marketing, Technology, and Strategic Partnerships to ensure the Contact Center delivers a world-class customer experience while supporting company growth initiatives. This individual will lead a team focused on contractor engagement, lead generation, customer activation, program adoption, and operational efficiency.

Responsibilities:

Contact Center Leadership

• Lead all day-to-day Contact Center operations including inbound, outbound, and campaign-based customer interactions.

• Develop and execute the Contact Center strategy aligned with SRS growth objectives.

• Establish performance standards, service levels, and operational metrics.

• Create a culture focused on accountability, customer experience, and continuous improvement.

• Manage staffing plans, scheduling, forecasting, and workforce optimization.

Customer Engagement Programs

• Oversee contractor outreach initiatives including:

  • New account activation programs

  • Customer retention campaigns

  • Reactivation efforts

  • Branch-generated calling campaigns

  • Strategic partnership support programs

• Partner with Sales Enablement to execute national and regional engagement initiatives.

• Ensure consistent messaging and customer experience across all channels.

Performance Management & Analytics

• Develop and maintain KPI dashboards measuring:

  • Call volume

  • Service level attainment

  • Customer satisfaction

  • Outbound conversion rates

  • Revenue influenced

  • Program adoption metrics

• Analyze performance trends and recommend operational improvements.

• Present monthly and quarterly performance reviews to executive leadership.

Workforce Development

• Recruit, train, coach, and develop Contact Center personnel.

• Implement quality assurance and coaching programs.

• Conduct regular performance reviews and career development planning.

• Build succession plans for key team members.

Technology & Process Optimization

• Partner with IT and business stakeholders to optimize:

  • Contact Center platforms

  • CRM systems

  • Workforce management tools

  • Reporting solutions

  • AI and automation initiatives

• Identify opportunities to improve efficiency through technology and process enhancements.

• Lead implementation of new systems and operational procedures.

Cross-Functional Collaboration

• Partner closely with:

  • Sales Leadership

  • Branch Operations

  • Marketing

  • Sales Enablement

  • Customer Experience

  • Strategic Partnerships

• Support company-wide initiatives requiring customer outreach and engagement.

• Act as the voice of the customer by identifying trends and opportunities from Contact Center interactions.

Required Qualifications:

• Bachelor's degree in business administration, marketing, or a related field

• Proven experience in account management, sales, or a related field

• Strong strategic thinking skills, with the ability to develop and implement effective sales strategies for growth

• Strong analytical and reporting skills

• Excellent communication skills to foster positive client relationships and collaborate with internal teams

• Demonstrated ability to build and maintain strong relationships with employees and customers, ensuring satisfaction and retention

• Proven experience collaborating with cross-functional teams, such as sales, marketing, and customer support

• Track record of meeting and exceeding sales targets, contributing to business growth and success

• Strong communication, leadership, coaching and organizational skills

Preferred Qualifications:

• Experience with CRM and Contact Center Technologies

• Experience in construction, building products, distribution, home services, or contractor-focused industries

• Experience with Salesforce, Five9, NICE, Genesys, 8X8 or similar platforms

• Multi-location operational leadership experience

• Lean, Six-Sigma, or continuous improvement experience

Benefits:

• Competitive salary and bonus

• Comprehensive benefits package including health, dental, and vision insurance

• Opportunities for professional growth and development

• Collaborative and supportive work environment

Keywords: Contact Center Operations, Workforce Management, Customer Experience, Customer Retention, Outbound Calling Programs, Customer Activation, Service Levels, Quality Assurance, Contact Center Analytics, Customer Engagement, Process Improvement, Call Center Leadership, CRM Management, Operational Excellence.

Backfill position for Robert Gaspard

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