Director Contact Center Operations

Progress Residential, L.P.; Tempe (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading company in the rental home sector is seeking a Director of Contact Center Operations in Tempe, Arizona. The role involves managing a large team, enhancing customer service, and driving operational excellence. The ideal candidate will possess strong leadership and communication skills, ensuring high-quality service to residents and associates. A competitive compensation package, including bonuses and comprehensive benefits, is offered to attract top talent.

Benefits

Comprehensive healthcare coverage

401k match

Paid time off

Performance-based bonus

10 paid holidays

Qualifications

• 5 years of senior leadership experience in a contact center.
• Excellent verbal and written communication skills.
• Ability to prioritize and multi-task in a fast-paced environment.

Responsibilities

• Manage a team of 90+ customer contact center associates.
• Create and evaluate processes to improve operations.
• Prepare performance reports focusing on key metrics.

Skills

Leadership

Communication

Problem-Solving

Interpersonal Skills

Education

Bachelor’s Degree

Tools

MS Office

Job description

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.

Progress Residential is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.

Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.

Position Summary:
The Director Contact Center Operations is responsible for delivering high-quality and responsive customer service to our residents and local field associates. This role involves day-to-day management of our team of Customer Care Associates, handling all inbound/outbound calls and contacts related to general inquiries, lease applications, leads/referrals, and property service/maintenance requests. The ideal candidate will have experience managing associates and teams in a high-volume call center environment, possess dynamic leadership skills, exceptional personal communication, and be both process- and people-minded. This is a hands-on, highly accessible leadership role.

Essential Functions:

• Manage a team of 90+ customer contact center associates responsible for handling upwards of 3,000 calls/emails/chats/SMS per day, supporting prospects and residents from a growing portfolio of single-family rental properties across the US.

• Determine contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identify and evaluate state-of-the-art technologies; define user requirements; establish technical specifications, and production, productivity, quality, and customer-service standards; contribute information and analysis to organizational strategic plans and reviews.

• Create and continuously evaluate processes and procedures; suggest methods to improve operations, efficiency, call center operations, and service to internal and external customers.

• Perform root cause analyses and submit recommendations for process improvements.

• Maintain and improve call center operations by monitoring system performance; identify and resolve problems; prepare and complete action plans; complete system audits and analyses; manage system and process improvement, staffing and scheduling plans, and quality assurance programs.

• Oversee call center human resource objectives along with functional partners to review processes and content in selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administer scheduling systems; communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions; enforce policies and procedures.

• Prepare performance reports by collecting, analyzing, and summarizing data and trends, focusing on key metrics such as First Contact Resolution, Attrition, Abandon rates, Customer Satisfaction, and Transactional NPS.

• Maintain professional and technical knowledge by tracking emerging trends in call center operations management.

• Accomplish organization goals by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments.

• Perform ongoing training of the team on newly developed processes and procedures; educate and promote property management best practices; coordinate skills and trade-based training for associates as needed.

• Create and maintain daily, weekly, and monthly metrics for the department and team.

• Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements.

• Ensure employees have appropriate training and other resources to perform their jobs.

• Create and maintain a high-quality work environment and support the company culture so team members are motivated to perform at their highest level and grow with the organization.

• Assist in special projects or assignments as needed by the business.

Qualifications:

• 5 years of senior leadership experience leading customer service associates in a fast-paced, high-volume contact center environment.

• Bachelor’s or equivalent degree preferred.

• Excellent verbal and written communication skills.

• Superb accuracy and attention to detail.

• Ability to prioritize and multi-task in a fast-paced environment.

• Adaptable to feedback and requested changes.

• Excellent interpersonal skills, genuinely friendly and approachable.

• Knowledge of performance evaluation and customer service metrics.

• Proficient in MS Office and call center equipment/software programs.

• Outstanding communication and interpersonal skills.

• Excellent organizational and leadership skills with a problem-solving ability.

What you can expect from us:

Progress Residential offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.

• We offer competitive compensation, including a performance-based bonus.

• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 401k match, 10 paid holidays and much more.
  

Closing Statement:
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.

Progress Residential is a proud Equal Opportunity employer, m/f/d/v.

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