Contact Center Manager, Home Energy Programs

Job Description

Job Description

Note: This role is a hybrid position in Huntersville, NC

Overview

Empower professionals. Advance sustainability. Make a difference.

Everblue is seeking a mid-level Contact Center Manager to lead the team that supports contractors and applicants navigating home energy programs.

At Everblue, we help people build careers in energy efficiency and sustainability through technology solutions and program support. Our mission is to support professionals, contractors, and organizations nationwide in creating a more sustainable future.

In this role, you will own daily inbound and outbound call center operations, coach 2 to 5 direct reports, and make sure applicants get accurate answers and clear next steps from eligibility through rebate closeout.

We're looking for a hands-on manager who handles escalations personally, sets the standard for how the team works, and takes ownership of improving the applicant experience.

What You'll Do

Operations Management

• Run daily inbound and outbound call center operations to meet service level agreements for response time, resolution, and quality
• Manage scheduling, forecasting, and capacity across phone, email, chat, and web
• Develop and maintain operational policies, SOPs, and call scripts
• Monitor call queues and staffing in real time and adjust as volume shifts
• Identify ways to streamline processes and enhance the customer journey

Customer Experience

• Handle complex escalations and contractor or applicant disputes while ensuring program compliance
• Help customers understand program options, eligibility, timelines, and required documentation
• Develop strategies to improve customer satisfaction and first call resolution
• Maintain a customer-first culture throughout the team

Application Processing & Program Support

• Oversee CRM accuracy for registrations, applications, and support requests
• Review and verify documentation for completeness
• Evaluate applications for program eligibility and alignment with program guidelines
• Conduct rebate reservation reviews and support project closeout
• Troubleshoot technical issues related to platforms, credentials, and program systems

Team Management

• Hire, coach, evaluate, and address performance issues for 2 to 5 direct reports
• Set individual and team performance goals and hold staff accountable
• Conduct regular performance evaluations and provide coaching and feedback
• Address employee relations issues, conflict resolution, and disciplinary actions
• Foster a positive, motivated, and engaged team culture

Training & Development

• Identify training needs and coordinate ongoing learning opportunities
• Develop training materials, scripts, and SOPs for agents
• Mentor and prepare high-performing agents for advancement
• Ensure staff is up to date on program knowledge, policies, and compliance

Performance & Quality

• Track and analyze KPIs and report on program performance
• Implement quality assurance programs and conduct call monitoring and audits
• Identify performance gaps and develop improvement plans
• Share customer insights with internal teams to improve programs and the customer experience

Outreach & Growth

• Direct outbound calling to applicants for status updates, missing documentation, and re-engagement
• Surface field insights with program and product teams to improve the journey

Compliance & Risk Management

• Ensure operations comply with TCPA and applicable program requirements
• Maintain data privacy and security standards
• Enforce company policies and code of conduct
• Document and mitigate operational risks

What We're Looking For

• Strong problem-solving skills and experience handling escalations
• Track record running SLAs and improving KPIs
• Experience reviewing documentation or managing application workflows
• Excellent communication, empathy, and active listening skills
• Comfort learning  new systems and guiding users through online platforms
• Detail-oriented with the ability to manage multiple priorities
• Proficiency with Call Center Systems/Software and implementation
• Familiarity with CRM systems and Microsoft Office (Google Drive a plus)
• Familiarity with energy efficiency, rebate, or utility programs a plus
• Bachelor's degree preferred, though relevant experience will be considered

Why Join Everblue?

Mission-Driven Work
Support programs that advance energy efficiency and sustainability nationwide.

Growth Opportunities
Develop professionally within a growing organization supporting the clean energy workforce. This role has high opportunity for growth.

Hybrid Flexibility
Hybrid schedule available after initial onboarding in Huntersville, NC.

Supportive Culture
A collaborative team environment that values initiative, creativity, and humor (rubber chickens included).

Apply today. Everblue is an equal opportunity employer. We value the diverse perspectives, experiences, and talents within our team and encourage all qualified candidates to apply.

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