Remote Call Center Supervisor & Team Coach

CubeSmart; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote work

Job summary

CubeSmart seeks a Contact Center Supervisor to lead our Call Center team in a 100% remote, mid-day shift from Sunday to Thursday. You will design and implement call center strategies, training programs, productivity analyses, business plans and annual goals to support store operations efficiently.

The role requires a strong leader with customer service excellence, collaboration across functions, and a track record of coaching and developing a high-performing team. Equal opportunity employer.

Qualifications

• Bachelor's degree in Business or related field.
• Operations experience in retail, call center, and/or storage strongly preferred.

Responsibilities

• Create an engaging, collaborative environment where teammates have clear goals and are coached to maximize potential.
• Develop coaching plans based on observations and KPIs.
• Mediates and resolves escalated customer issues.
• Analyze call volume, service levels, trends and forecasts to ensure staffing and productivity.
• Design motivational programs to drive productivity, revenue and service levels.
• Interact with Operations, Marketing, IT and stores to align on staffing needs.
• Coach and develop teammates, ensuring adherence to policies and procedures.
• Interview, screen and hire candidates and manage teammate relations.
• Prepare and administer monthly performance updates and annual reviews.

Skills

Leadership

Customer service

Communication skills

Coaching

Team collaboration

Microsoft Office

Education

Bachelor's degree in Business or related field

Tools

Microsoft Office

Job description

CubeSmart seeks a Contact Center Supervisor to lead our Call Center team in a 100% remote, mid-day shift from Sunday to Thursday. You will design and implement call center strategies, training programs, productivity analyses, business plans and annual goals to support store operations efficiently.

The role requires a strong leader with customer service excellence, collaboration across functions, and a track record of coaching and developing a high-performing team. Equal opportunity employer.