Contact Center Team Manager

Warehouse Anywhere; Lakewood, Northern (CO, KY); Hybrid; USD 65,000 - 75,000; Full time

Job summary

Warehouse Anywhere seeks a Contact Center Team Manager to lead a large, remote Tenant Experience Advisor team delivering 24/7 support for self-storage tenants nationwide. This role oversees inbound calls and live chat, ensures timely, accurate service, and aligns customer advocacy with policies.

You will coach a distributed team, manage scheduling, monitor KPI performance, and partner with HR on onboarding and training to improve satisfaction and reduce effort.

Qualifications

• High School Diploma or GED required; higher degree preferred.
• 5–7 years in customer service or contact-center environments.
• 2+ years of people leadership in a 24/7 environment.
• Strong conflict resolution, written communication, judgment, and problem-solving.
• Experience using ticketing, CRM, telephony, knowledge-management, and reporting tools.

Responsibilities

• Lead, coach, and develop a remote team of Tenant Experience Advisors.
• Conduct monthly 1:1s and performance reviews with coaching on empathy and ownership.
• Manage scheduling and 24/7 coverage across nights, weekends, and holidays.
• Partner with HR on onboarding and ongoing training for team members.
• Create an environment of trust, accountability, and development.

Skills

People leadership

Customer service

Conflict resolution

Communication

Education

High School Diploma or GED

Associate’s or Bachelor’s degree preferred

Tools

Ticketing systems

CRM tools

Telephony systems

Knowledge management

Reporting tools

Job description

This is a full-time, salaried opportunity. Work location and schedule expectations will be communicated based on business needs and the assigned team structure.

Warehouse Anywhere provides self-storage solutions for businesses seeking to centralize the administrative requirements of managing storage assets nationwide. Our team enables seamless management of storage units regardless of location. Powered by proprietary technology, our solution helps customers save time, reduce cost, and create efficiencies across operations, procurement, and sales.

Job Description

We are seeking a customer-obsessed, service-oriented, and solutions-focused Contact Center Team Manager to lead a large, 24/7 team of Tenant Experience Advisors — a blend of in-house remote agents and offshore agents supported through a BPO partner — who serve as the front line for self-storage tenants nationwide, handling a high volume of inbound calls and live chat to resolve account, access, billing, and service needs in real time. This role owns the day-to-day tenant service experience, including inquiry management, account support, issue resolution, proactive communication, and escalation handling. The Manager is accountable for timely, accurate, and professional service while ensuring the team balances customer advocacy with company policies and operating requirements. This individual develops service talent and identifies recurring customer pain points to improve satisfaction and reduce preventable effort.

Key Responsibilities

• Lead, coach, and develop a fully remote team of Tenant Experience Advisors responsible for post-rental customer support, building trust and accountability without in-person oversight.
• Conduct monthly 1:1s, interaction reviews, performance reviews, and development planning, supplemented by regular touch-base conversations throughout the month, with documented coaching on empathy, ownership, judgment, accuracy, and communication.
• Maintain a coaching cadence (monthly 1:1s, regular touch-base conversations, call/chat monitoring, calibration) that reaches agents consistently across all shifts, including nights, weekends, and holidays.
• Set and enforce expectations for response time, resolution quality, schedule adherence, documentation, and customer follow-through.
• Address performance gaps promptly and build team capability through structured training, calibration, and knowledge sharing.
• Partner with the Manager, Learning & Business Process Optimization and Human Resources to create and deliver onboarding and ongoing training for team members.
• Create an environment of trust, accountability, recognition, and open communication where employees understand expectations, receive feedback, and have opportunities for development

Workforce Planning & Coverage

• Own scheduling, shift coverage, and staffing across a 24/7, high-volume operation, including nights, weekends, and holidays.
• Monitor real-time call/chat volume and queue conditions; adjust coverage or staffing to protect service levels.
• Maintain business continuity plans for absences, volume spikes, and system interruptions across all shifts.
• Partner with HR and leadership on hiring, onboarding, and scheduling for a large, shift-based team.

BPO Partnership & Offshore Team Oversight

• Serve as the primary point of day-to-day contact with the BPO partner supporting a portion of the Tenant Experience team, covering performance, quality, and coverage needs.
• Monitor BPO team performance against the same KPIs, quality standards, and service levels as the in-house team; identify gaps and raise them directly with the BPO.
• Ensure BPO agents have access to current SOPs, knowledge articles, and training content so service is consistent regardless of who is handling the contact.
• Escalate systemic performance, staffing, or quality issues to the Sr. Director of Tenant, Sales, and Support Center, who owns the vendor relationship with the BPO.

Customer Support Operations

• Own daily call and live chat customer-support workflows, including real-time queue monitoring, workload balancing, and shift coverage.
• Ensure inquiries are acknowledged, researched, resolved, and documented within established service levels.
• Monitor real-time call and chat queues (wait times, abandonment, coverage gaps) and intervene to protect the customer experience.
• Monitor aging cases and intervene when work is at risk; confirm closure with the customer.
• Ensure accurate support for common account, access, billing, location, service, and rental-related needs within the team’s defined scope.
• Serve as the manager-level escalation point for complex, sensitive, or high-impact tenant concerns.
• Provide real-time support to agents during live customer calls when an issue requires manager-level judgment or authority.
• Assign clear ownership, establish timing, coordinate cross-functional action, and keep the customer and internal stakeholders appropriately informed.
• Distinguish urgent risk from routine service work and elevate security, payment, access, legal, or reputational concerns through the correct pathway.
• Complete root-cause review for recurring or high-impact issues and recommend corrective action.

Quality Assurance & Knowledge Management

• Audit a regular sample of customer interactions for accuracy, tone, ownership, documentation, security, and policy adherence.
• Maintain current SOPs, knowledge articles, canned responses, and escalation guides.
• Facilitate calibration sessions so service standards are applied consistently across team members and channels.
• Maintain a defect and customer-pain-point log and convert recurring issues into training, process, or technology recommendations.

Reporting & Communication

• Provide a written weekly update covering customer pulse, service performance, team health, wins, risks, decisions needed, and next-week priorities.
• Lead recurring KPI reviews and maintain action plans for measures below target.

Key Performance Indicators

Performance will be evaluated using a balanced scorecard. Final targets should be established annually based on business volume, baseline performance, staffing model, and approved service standards.

KPI What It Measures Illustrative Measure

Speed to Engagement Time from customer contact to first meaningful response. Target by channel / shift

Resolution Time Time from case creation to confirmed resolution. Target by case type

Service-Level Attainment Percentage of customer contacts handled within approved response and resolution standards. Meet approved SLA

Average Handle Time Average duration of customer interactions from start to resolution/wrap-up. Target set after baseline

Schedule Adherence / Occupancy Percentage of scheduled time agents are available and handling contacts across shifts. Meet approved coverage plan

Customer Satisfaction Customer feedback following service interactions, using the approved survey measure. Target set annually

Escalation Rate Volume and percentage of cases requiring management or cross-functional escalation. Monitor by cause and severity

Quality Assurance Audit results for accuracy, professionalism, ownership, documentation, and policy adherence. Target set after baseline

Queue Health Open volume, aged work, abandonment where applicable, and required coverage. Within approved thresholds

Qualifications

• High School Diploma or GED required; Associate’s or Bachelor’s degree preferred.
• 5–7 years of experience in customer service, customer success, account support, contact-center operations, or another service environment.
• 2+ years of people leadership experience in a high-volume, 24/7, or shift-based contact-center environment.
• Demonstrated experience coaching service quality, handling escalations, and improving response or resolution performance.
• Strong conflict resolution, written communication, judgment, and problem-solving skills.
• Experience using ticketing, CRM, telephony, knowledge-management, and reporting tools.
• Ability to balance customer advocacy with policy, risk, and business requirements.
• Ability to flex beyond the standard work schedule when needed to support team and business requirements.

Preferred Attributes

• Experience in self-storage, property management, logistics, customer success, or a tech-enabled services environment.
• Experience supporting billing, access, account, or multi-location customer issues.
• Data-driven mindset and comfort using customer feedback and service data to prioritize improvements.
• Experience building or improving knowledge bases, QA programs, and escalation workflows.

Compensation Structure

• Base salary: $65,000.00 – $75,000.00 depending on experience
• This is an exempt position and is not eligible for overtime.
• Actual compensation will depend on experience, qualifications, skills, internal equity, market conditions, and business needs.
• This compensation range does not include the value of benefits.
• Company-subsidized medical, dental, and vision insurance
• Employer HSA contribution where applicable
• Company-paid life and disability insurance
• 401(k) with company match
• PTO
• Paid holidays
• Additional voluntary benefits available to eligible employees