Urbanexpro
Performance Manager – Customer Support
Urbanexpro, Nashville, Tennessee, United States,
Performance Manager - Customer Support
Are you looking to take your career to the next level? Are you passionate about empowering others and driving excellence in customer support? We are looking for a Performance Manager to join our dynamic team and make a meaningful impact on our contact center's success!
Urbanex Pest Control is going through a period of RAPID growth, and we are looking for an experienced contact center leader who is hungry for success and looking to contribute to the growth of our customer service team! If you have a desire to lead a team, a passion for excellence and provide an amazing customer experience - we want to meet you!
Why Consider Us?
Initial salary range between $60,000-$65,000 plus performance bonus (based upon experience)
Health, vision, and dental insurance
Annual reviews and merit-based raises
Generous paid vacation, holiday, and special day off opportunities (you get a paid day off for your birthday!)
Annual Leadership and Professional Development Seminars
Job Description
As a Performance Manager, you will be the driving force behind our customer support team's growth and performance. Your role will involve coaching, developing, and inspiring team members to meet our ambitious company goals and ensure exceptional customer satisfaction. If you thrive in a fast-paced environment and enjoy mentoring others, this is the perfect opportunity for you!
Key Responsibilities
Team Performance Management:
Create training agendas to distribute to team leads based on previous week's area of opportunities
Set clear performance goals and expectations for team members
Conduct regular performance audits of customer interactions
Review and analyze key performance indicators (KPIs)
Provide weekly feedback to team members
Implement coaching and development plans
Conduct praise and critical feedback sessions as needed
Hold team members accountable to established expectations
Organize and run ad hoc contests with special prizes and incentives
Recruitment and Talent Management:
Participate in interviewing new candidates
Conduct disciplinary actions when necessary
Make decisions on terminations based on performance and company policies
Training and Development:
Coordinate with team leads to conduct training sessions as needed
Identify skill gaps and implement targeted coaching strategies
Develop and maintain individual development plans for team members
Performance Reporting:
Prepare and send brief end-of-week (EOW) performance emails
Conduct monthly team performance meetings
Participate in quarterly performance reviews
Cross-functional Collaboration:
First point of contact for branch managers to address feedback and escalations regarding the contact center
Work with other departments (e.g., Operations, HR) as needed to support overall contact center goals
Coordinate with the Contact Center Operations Manager to align performance strategies with operational needs
Key Performance Indicators (KPIs)
The Performance Manager will be responsible for driving improvement in the following metrics:
Customer Satisfaction (CSAT) scores
Net Promoter Score (NPS)
Same Day / Next Day rate
Resolution rate
First call resolution rate
Tasks completed
Escalation rate
Tools and Systems
The Performance Manager will be proficient in using the following tools:
Five9 for call listening and quality assurance
Power BI and MS Excel for KPI reviews and data analysis
Field Routes for specific customer interactions
Microsoft Office suite for administrative duties and reporting
Qualifications
Preferred - experience managing performance in a contact center environment
Strong background in coaching, mentoring, and developing team members, preferably customer service professionals and/or sales professionals
Excellent communication and interpersonal skills
Analytical mindset with the ability to interpret data and derive actionable insights
Knowledge of contact center operations and best practices
Ability to motivate and inspire team members to achieve high performance levels
Candidates must be willing to complete a background check for this position.
#J-18808-Ljbffr
Are you looking to take your career to the next level? Are you passionate about empowering others and driving excellence in customer support? We are looking for a Performance Manager to join our dynamic team and make a meaningful impact on our contact center's success!
Urbanex Pest Control is going through a period of RAPID growth, and we are looking for an experienced contact center leader who is hungry for success and looking to contribute to the growth of our customer service team! If you have a desire to lead a team, a passion for excellence and provide an amazing customer experience - we want to meet you!
Why Consider Us?
Initial salary range between $60,000-$65,000 plus performance bonus (based upon experience)
Health, vision, and dental insurance
Annual reviews and merit-based raises
Generous paid vacation, holiday, and special day off opportunities (you get a paid day off for your birthday!)
Annual Leadership and Professional Development Seminars
Job Description
As a Performance Manager, you will be the driving force behind our customer support team's growth and performance. Your role will involve coaching, developing, and inspiring team members to meet our ambitious company goals and ensure exceptional customer satisfaction. If you thrive in a fast-paced environment and enjoy mentoring others, this is the perfect opportunity for you!
Key Responsibilities
Team Performance Management:
Create training agendas to distribute to team leads based on previous week's area of opportunities
Set clear performance goals and expectations for team members
Conduct regular performance audits of customer interactions
Review and analyze key performance indicators (KPIs)
Provide weekly feedback to team members
Implement coaching and development plans
Conduct praise and critical feedback sessions as needed
Hold team members accountable to established expectations
Organize and run ad hoc contests with special prizes and incentives
Recruitment and Talent Management:
Participate in interviewing new candidates
Conduct disciplinary actions when necessary
Make decisions on terminations based on performance and company policies
Training and Development:
Coordinate with team leads to conduct training sessions as needed
Identify skill gaps and implement targeted coaching strategies
Develop and maintain individual development plans for team members
Performance Reporting:
Prepare and send brief end-of-week (EOW) performance emails
Conduct monthly team performance meetings
Participate in quarterly performance reviews
Cross-functional Collaboration:
First point of contact for branch managers to address feedback and escalations regarding the contact center
Work with other departments (e.g., Operations, HR) as needed to support overall contact center goals
Coordinate with the Contact Center Operations Manager to align performance strategies with operational needs
Key Performance Indicators (KPIs)
The Performance Manager will be responsible for driving improvement in the following metrics:
Customer Satisfaction (CSAT) scores
Net Promoter Score (NPS)
Same Day / Next Day rate
Resolution rate
First call resolution rate
Tasks completed
Escalation rate
Tools and Systems
The Performance Manager will be proficient in using the following tools:
Five9 for call listening and quality assurance
Power BI and MS Excel for KPI reviews and data analysis
Field Routes for specific customer interactions
Microsoft Office suite for administrative duties and reporting
Qualifications
Preferred - experience managing performance in a contact center environment
Strong background in coaching, mentoring, and developing team members, preferably customer service professionals and/or sales professionals
Excellent communication and interpersonal skills
Analytical mindset with the ability to interpret data and derive actionable insights
Knowledge of contact center operations and best practices
Ability to motivate and inspire team members to achieve high performance levels
Candidates must be willing to complete a background check for this position.
#J-18808-Ljbffr