Vice President Contact Center

Job Description

Job Description

Vice President, Contact Center

Vertex Service Partners

Charlotte, North Carolina, United States (Hybrid)

Who We Are :

Vertex Service Partners is a company focused on acquiring and growing residential home improvement services companies in the United States, with a focus on residential roofing & other exterior services. Vertex is backed by Alpine Investors, a top-decile private equity fund with a long history of successful investments in similar industries. Vertex is an investment out of Alpine’s 9th fund, which has ~$4.5 billion of committed capital. This is an opportunity to be on the ground floor of a company with the explicit mandate to grow to be a multi-billion-dollar company within the next five years, with the goal to grow the right way – through a relentless focus on employee and customer experience.

Location : Hybrid (6525 Carnegie Blvd, Charlotte, NC 28217)

Who We Are Looking for :

This is an excellent opportunity to help manage Vertex’s growing contact center operations around the country. The role will be responsible for driving key outcomes and KPI’s in a multi-site environment while also implementing strategic initiatives to build the contact center of the future.

The successful candidate will possess strong contact center experience and will have proven themselves in being able to turn around struggling call centers. Key skills include a sales mindset, strategic thinking, project management and analytical abilities to be able to drive initiatives that deliver on key operational, financial and customer KPI’s. The ideal candidate will be current on leading technology solutions such as AI agents and have demonstrated experience with workforce management, telephony solutions and QA. While the location is based in Charlotte, NC, travel to multiple locations will be required including regional hubs in Florida, Northeast and West.

Responsibilities :

• Provide strong leadership to multiple call centers and their management teams
• Drive call centers to establish and hit key performance indicators including Sales Booking, ASA, AHT, efficiency, turnover, and financial performance.
• Champion the culture of the center, including revising and training on scripts, development and QC that will drive recruiting and retention.
• Continuously innovate and develop knowledge and processes within the centers to improve the customer experience, employee satisfaction, and corporate performance
• Partner with ELT and IT to implement new technologies as the call centers continue to transform into omni-channel contact centers

Experience :