Performance Enablement Manager

Role Overview

The Performance Enablement Manager plays a key role in driving agent performance and ensuring a high-quality customer experience within the Greenix call center. This position oversees training, quality assurance, and continuous improvement efforts that directly support Customer Experience specialists and leadership.

What You Will Do

The Performance Enablement Manager ensures specialists have the skills, resources, and feedback they need to succeed. This role is also responsible for maintaining and enhancing quality standards, leveraging the use of our AI tool, Cresta, for call evaluations, calibration sessions, and reporting to provide leadership with actionable insights.

Why It Might Be a Fit

Success in this role requires balancing training and QA initiatives with the performance metrics that drive our call center—utilization, honesty, script adherence, quality, and overall customer satisfaction.

Requirements

• High school diploma or equivalent; additional education is a plus.
• Proven experience in customer service or call center roles.
• Excellent communication and interpersonal skills.
• Problem-solving abilities and a proactive approach to customer satisfaction.
• Knowledge or interest in pest control is preferred but not mandatory.
• Ability to thrive in a fast-paced and exciting work environment.

Benefits

• Medical insurance with subsidized premiums for employees and enrollees.
• Dental, vision, disability, accident, and life insurance options.
• 401(k) retirement program with company match of up to 5% percent of employee contributions.
• Employee assistance program (EAP), offering support for emotional, financial, legal, health, or work-related struggles for you and your dependents.
• Paid leave for all of life’s reasons.
• Bonus programs.