Call Center Manager- Buckhead, GA

Company: Cortland
Location: Atlanta
Posted on: November 26, 2022

Job Description:

At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily, our high performance continues to drive exponential growth - and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

As a Leasing Hub Manager, you assist the Director of Inside Sales with maintaining and building the team. The Leasing Hub team is dedicated to enhancing Cortland's customer experience, generating new leads, and directing leads to our community teams.

*The Player Coach*

* Hold the team accountable for performance; measure, evaluate, and rank the lead development and conversion activities of each team member
* Facilitate various projects, weekly huddle preparations, product knowledge upkeep, and onsite communications as needed
* Prepare coaching reports for all upcoming associate one-on-ones by pulling together recent Funnel prospect communications for review, relevant DOMO data, and tailored feedback
* Provide on-the-spot coaching and guidance to the Leasing Hub team, answer questions, assist with difficult engagements, and coordinate with onsite teams
* Maintaining and updating various sales and Hub operation protocols to ensure smooth operations within the team and in partnership with the communities
* Manage leads and step in to grab occasional weekend shifts if team coverage falls below a critical mass

*The Organizer*

* Manage daily scheduling adjustments to ensure appropriate queue coverage by coordinating phone breaks and lunch breaks in accordance with traffic fluctuations and associate absences
* Performance monitoring of the team's daily lead management activity via Funnel guest card/call reviews, build/catalogue training libraries of both good and bad communications, and track each associates' strengths and opportunities over time
* Coordinate additional scheduling matters regarding absences, part-time associate changes, weekly flex days/weekend schedules, and community visits
* Conduct onboarding for all new leasing hub associates, including systems setup, instructional training, shadowing, community visit coordination, and general guidance
* Drive the roll out process for new hub communities by holding virtual orientations with site teams, assembling product knowledge files, and working closely with support personnel
* Manage day-to-day relations with all site-level associates through phone calls, emails, scheduled meetings, and on-the-spot meetings

*The Liaison*

* Partner with---the---Data---&---Analytics team---to build and enhance---lead funnel---dashboards---that---visualize and track fundamental performance indicators and trends
* Partner with---the Talent Development team---to create sales training that---develops---proactive sales consultants and closers; develop training and coaching strategies that proactively nurture the lead to a sale.
* Collaborate with---Marketing (Community Marketing and---Communications) teams to develop lead nurturing and contact strategies to cultivate leads for sales conversion
* Examine sales---performance at a macro and micro sales level to identify cause-effect relationships between sales performance and desired occupancy and revenue goals
* Translate analysis and insights into specific sales training,---coaching, and initiatives to achieve---optimal---occupancy and proforma sales per unit (rent)
* Leverage---lead management software tools to create,---evaluate, and optimize---automated lead development tactics

The Impact You Can Make

* The guidance, training, and support you provide to the Leasing Hub team is unparalleled!
* Thanks to your leadership and organizational skills, the team is enhancing Cortland's prospect experience.
* Your crystal-clear communication allows you to excel as a coach and team-player.

Building Blocks of Success

* Strong 4+ years of experience in a call center
* Call Center Superviosor experience required
* Experience managing 20+ employees
* High school diploma or equivalent required; 4-year college degree in related field preferred
* Solid communication skills that allow you to connect easily with diverse groups of people
* Stellar track record of leasing or sales experience
* Solid attention to detail
* Strong time management and organizational skills
* Resourceful problem solving skills
* Enthusiastic and professional customer service
* Proficient in Microsoft Office Suite

Job Type: Full-time

Pay: $67,000.00 - $77,000.00 per year

Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Employee discount
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift

Ability to commute/relocate:
* Atlanta, GA 30326: Reliably commute or planning to relocate before starting work (Required)

Experience:
* Microsoft Office: 1 year (Required)
* Sales: 1 year (Required)
* Call center management: 1 year (Required)

Work Location: One location%58047475%

Keywords: Cortland, Atlanta , Call Center Manager- Buckhead, GA, Executive , Atlanta, Georgia