We have Two Call Center Customer Service Manager Direct Hire Opportunities available in Boca Raton.
One role is for frontline inbound customer calls and the other manager role is for the Retention Department.
Both roles start at 70k, Full benefits, 401k w match, PTO- 15 days, 12 holidays, company outings.

CUSTOMER EXPERIENCE SUPERVISOR:

• This person will lead a team of 12 customer service representatives ensuring they provide worldclass service to their valued customers.
• They will monitor daily Contact Center reports to assess: occupancy rates, call volume and staffing / scheduling needs.
• A major goal for this leader will be to improve average speed of answer along with lowering the volume of calls that need to be transferred.
• Ensure all agents are logged into the Five9 phone system for the entirety of their shift and inputting the correct data.
• Conduct live call monitoring for a minimum of 2 calls per agent daily and provide
• immediate coaching.
• Conduct regular 1:1s and team huddles, addressing performance gaps and celebrating successes.

REQUIREMENTS:

MUST have 3+ years of call center leadership experience with a proven track record of improving KPIs.
This person must enjoy working in office 5 days a week with their team.

JOB DESCRIPTION:

• Retention Strategy & Execution: Lead a high-performing team focused on delivering personalized service to VIP clients, executing retention tasks such as cancellation audits, winback outreach, and compliance adherence in line with Pest Control protocols.
• Quality Assurance & Performance Management: Monitor daily agent activity through live call monitoring and QA reviews, deliver regular coaching, track KPIs, and enforce performance improvement plans and disciplinary actions as necessary.
• Auditing & Compliance Oversight: Conduct regular audits of cancellation records to ensure proper documentation, compliance with policies, accurate fee assessments, and proper customer communication.
• Training & Team Development: Facilitate ongoing training sessions, weekly team meetings, and development programs to address performance gaps, celebrate achievements, and drive team engagement.
• Cross-Functional Collaboration & Campaign Leadership: Partner with Operations and Sales teams to identify trends, lead retention and winback initiatives, and implement morale-boosting programs such as contests, incentives, and recognition campaigns.

REQUIREMENTS:

Must have 3+ years in a recent call center supervisory role with a proven track record of improving KPIs (sales or retention type environment)
Must have experience hiring, developing training, and driving results
Must demonstrate value and describe programs implemented to increase retention rates by X%

Seeking a solutions-oriented Call Center leader with a strong background in retention and a proven track record of driving results. Must be adept in various learning styles and committed to performance excellence. This role is over a team of about 10 associates, but this team is expected to grow to 15 total associates.