Contact Center Manager, Home Energy Programs

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

• 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

• 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

• 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

• 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

• 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

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