Why should you choose ProForce?

We are a leading pest control company dedicated to providing effective and reliable pest management solutions for residential and commercial customers. Our mission is to deliver innovative and reliable pest control solutions to our customers while upholding the highest standards of professionalism and integrity. As a rapidly growing organization, we are seeking a motivated and client-focused individual to join our team as a Customer Experience Manager.

Job Type: Full-time

Location: Onsite, Boca Raton, FL

Pay: Starting at $76,000

Job Description

Manages the daily operations of our call center teams, onsite and remote, in a fast-paced and dynamic work environment. Responsible for leading and developing a team of supervisors and customer service representatives, optimizing performance, utilizing resources efficiently, setting clear goals and orchestrating multiple activities. Implement strategies to achieve KPI’s and drive a high level of customer satisfaction. May require occasional evening or weekend shifts, depending on the business needs.

Leadership and Supervision

• Knowledge of customer service and call center best practices in a service competitive industry.
• Develop the team through supervision, training and coaching.
• Monitor performance and provide constructive feedback.
• Identify areas of opportunity and implement strategies to improve those areas.
• Assists in the recruitment of high-potential performers.
• Establishes an environment conducive to collaboration and teamwork.
• Plans, forecasts and ensures necessary staffing based on season and other anticipated events.
• Sets the example for the team on managing people and projects.
• Foster a positive/productive work environment – strong communication skills.
• Conduct regular team meetings and one-on-one coaching sessions.
• Develops and maintains relationships with department peers focusing on collaboration, honesty, integrity, and respect for each other.

Reporting Analysis and Performance Monitoring

• Develop a metric driven culture that consistently meets or exceeds departmental goals and tracks key performance indicators.
• Analyze call center performance metrics and prepare reports for management.
• Develop and implement strategies to enhance call center efficiency.
• Ensure adherence to company policies, procedures, and quality standards.
• Identify trends and recommend improvements to processes and workflows.
• Enhance performance, including coaching employees, to help them excel in their role – ensure team is achieving or exceeding KPI’s.
• Ongoing evolution of scripted “talking points” to improve call handling time.
• Advise leadership if they notice changes that are impacting the team.
• Weekly one-on-one meetings with team to review performance.
• Achieves customer satisfaction and call center performance goals while ensuring the highest level of operational efficiencies through planning, monitoring and analysis of the call center operation.

Operations Management

• Make recommendations to optimize call center performance with a focus on continuous improvements in productivity, call handling and quality service delivery to drive peak efficiencies.
• Providing technical expertise, direction and review of process change documents and SOPs.
• Demonstrates flexibility and independent thinking.
• Adjusts to rapid change, multiple demands, and shifting priorities.
• Work with IT to optimize call center software and CRM systems.
• Review automation tools to enhance productivity.
• Stay updated on industry trends and best practices.
• Helps team in resolving problems and completing work.

Training

• Assist with new hire training as needed
• Conduct training sessions on best practices, scripts and software tools.
• Identify training needs through Quality Monitoring and active listening.

Perform other tasks as assigned

Directly manages Supervisor(s) and direct line employees. Carries out supervisory responsibilities in accordance with the organization's policies. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience 

• Bachelor's degree from four-year college or university; or over five years related managerial/leadership experience and/or training; or equivalent combination of education and experience. 

Language Skills 

• Fluency in the English language is required. 
• Ability to read, analyze, and interpret general business data. 
• Ability to write reports, business correspondence, and procedure manuals. 
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must be able to speak comfortably at all levels in the organization.
• Strong customer resolution skills.

Mathematical Skills 

• Ability to calculate call center data via ad-hoc reporting.
• Ability to apply concepts of math and algebra.

Reasoning Ability 

• Ability to solve practical problems and deal with a variety of variables in situations where only limited information exists. 
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to analyze data and make data-driven decisions.
• Strong problem and identification skills, effective organizational skills, flexibility to manage multiple priorities to achieve timely results, ability to forge cross-functional partnerships and strategies are necessary requirements to be successful in this role.

Computer Skills 

• As a call center manager, you'll need strong computer skills, including proficiency in CRM software, telephony systems, and data analysis tools, along with basic computer literacy, and multitasking abilities to manage reports and oversee agent performance.
• Knowledge of Five9, CRM systems, Google Workspace, Microsoft Office, etc.
• Regularly monitor and analyze key performance indicators (KPIs) such as Average Handle Time (AHT), first call resolution (FCR), customer satisfaction, (CSAT), call abandonment rate, agent occupancy, agent retention, collection and retention rates, etc.
• Identify trends, patterns, and areas for improvement based on data analysis. 
• Develop and implement strategies to address performance gaps and improve overall call center performance. 
• Ensure timely handling of non-phone requests.
• Ongoing evolution of KPI’s and reports.
• Customer Satisfaction Index / Net Promoter Score
• Customer Renewal, Retention, Recovery and Upsells

Experience in the following is preferred:

• Five9
• Field Routes
• Looker
• Google Workspace
• Microsoft Office