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Contact Center Director

JP McHale Pest Management White Plains, NY

  • Expired: over a month ago. Applications are no longer accepted.
Job Description


The Contact Center Director is responsible for managing multiple locations and teams of customer service representatives across the JP McHale Pest Management platform. Management of customer service teams will be conducted both onsite and remotely. This includes implementing strategies, reporting, driving efficiencies, and improving processes. The perfect candidate will consistently measure progress against monthly KPI’s, while identifying trends and taking actions for continuous improvement.

Principal Responsibilities

  • Develop productivity and quality standards for the Customer Service Representatives for all call center locations
  • Create and implement best practices to ensure an exceptional customer service experience
  • Streamline practices to encourage efficient workflows
  • Review NPS ratings on a consistent basis
  • Drive continue improvement based upon insights gleaned from analysis of call center data to improve client experience, operations, as well as forecast and plan
  • Develop action plans to manage department, employee retention and satisfaction
  • Train new customer service representatives, with a focus on providing exceptional customer service behaviors by implementing appropriate scripts
  • Promote teamwork and high morale among employees by providing excellent leadership and direction
  • Monitor the call center queue, setting expectations for call volume to ensure client satisfaction, reduce call abandonment rates and good first call resolutions rates
  • Communicate job expectations to various teams; monitor and evaluate performance, providing feedback as necessary
  • Respond to escalated calls and be available to support representatives, with the goal of providing an exceptional client experience

Performance Skills

  • Strong problem solving/decision making abilities
  • Exceptional analytical skills; ability to interpret data and identify trends
  • Strong verbal and written communication skills
  • Ability to handle internal and external customer escalations with empathy
  • Excellent time management, prioritization, and planning skills
  • Ability to build partnerships with management throughout the organization
  • Ability to develop an expertise in industry software, including Pestpac

Minimal Requirements

  • Minimum of 5 years management experience required
  • Proficient working knowledge of call center phone systems
  • Experience with developing and managing against KPI’s
  • Experience with Workforce Management tools
  • Microsoft Suite Experience with advanced Microsoft Excel skills
  • Must be able to work 5 days a week between the hours of 8:00 A.M. and 6:00 P.M. During peak season Saturdays are required

Why work for JP McHale Pest Management?

We offer:


  • Medical, dental and vision coverage
  • Company-paid life insurance
  • Company-paid short-term disability
  • Optional supplemental benefits
  • Enrollment eligibility begins first of the month following date of hire


  • 401(k) plan with company match of 4%
  • Immediate enrollment eligibility
  • Convenient direct paycheck deposit
  • Team Member reward and recognition program
  • Employee would be eligible for company bonus programs


  • Eight (8) paid holidays
  • Paid time off eligibility begins the first day of employment
  • Team Member referral bonuses
  • Opportunities to participate in community events

JP McHale Pest Management is a drug free workplace

**Equal Opportunity Employer**

** We are an equal opportunity (M/F/V/D) employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law.**

Salary depends on experience

JP McHale Pest Management

Why Work Here?
Great opportunity to build a career as an essential worker.

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White Plains, NY



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