Job Description

Company Description

MyFlorida Energy is a statewide initiative dedicated to helping Florida homeowners enhance their properties with energy-saving improvements. Our mission is to promote residential energy independence by providing reliable solutions in solar power, insulation, HVAC, roofing, windows, and more. We operate in line with state energy goals to reduce consumption, improve home performance, and deliver long-term savings to residents. Through vetted programs, licensed contractors, and personalized assessments, we make modern, efficient energy technologies accessible to homeowners.

• Oversee day-to-day operations across multiple call center teams (sales, lead gen, QA, dispatch, etc.).
• Hire, train, mentor, and manage supervisors, team leads, and up to 100+ agents.
• Develop and enforce KPI dashboards to monitor performance, conversions, and call quality.
• Implement predictive dialer strategies and campaign logic to maximize contact rates.
• Collaborate with marketing and sales leadership to align call strategy with campaign goals.
• Drive agent training programs, script development, and coaching for continual improvement.
• Ensure compliance with TCPA, DNC, and industry-specific regulations.
• Optimize call flows, CRM integration, call routing, and automation tools.
• Analyze reports and data to identify opportunities, forecast staffing needs, and reduce attrition.
• Establish quality assurance programs and lead regular performance reviews.

• 5+ years of experience in call center leadership, ideally in B2C high-volume industries.
• Proven ability to scale operations, manage remote and on-site teams, and hit aggressive KPIs.
• Deep experience with predictive dialers (e.g., Five9, CallTools) and CRM systems.
• Strong analytical and decision-making skills with data-driven approach to management.
• Excellent leadership, communication, and conflict resolution abilities.
• Knowledge of compliance standards (TCPA, DNC, etc.).

• Experience in solar, home improvement, financial services, or energy sectors.
• Bilingual (English/Spanish) a plus.
• Familiarity with scripting, QA workflows, and performance-based compensation models.

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