A Call Center Supervisor serves as a coach, mentor, and subject matter expert to the Call Center team. Under the guidance of the Call Center Manager, the Supervisor will provide coaching and support to assist in ensuring the immediate needs of the team, business and customers have been properly addressed.
Duties and Responsibilities
- Assist the Contact Center Manager in managing day-to-day operations and serve as a liaison for the Storage Services Specialists.
- Support QA standards for staff, ensuring calls are compliant with standards, escalating issues as needed, and maintaining communication with customers and management.
- Monitor attendance of agents to ensure punctuality from lunches and breaks.
- Serve as a subject matter expert regarding Self-Storage processes, including move-in guidelines, customer satisfaction, payment options, and billing cycle verification.
- Contribute a culture of accountability, continuous improvement, and personal excellence by coaching and mentoring employees, who may need additional training and/or support.
- Provide floor support, including escalated calls or to assist in queue busting, as needed and when directed by the manager.
- Complete regular reports to management and offer new ideas to improve performance at the call center.
- Develop knowledge and understanding of the entire SROA organization to answer questions and direct calls appropriately; in particular, maintain familiarity with properties, vendors, and fee structures.
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
- Oversee and work with remote employees as needed.
- Serve as a manager on duty when the manager is out of the office or conduct training for new hires.
- Coach and mentor call center team to ensure they are adhering to all performance expectations.
Qualifications
- HS Diploma or equivalent required. Associate’s degree is preferred
- 3+ years in a Contact Center environment, of which 2+ years in a leadership role
- Supervisory experience: previous self-storage organization preferred
- Microsoft Office knowledge required
- Team management experience
- Strong organization, communication, and leadership skills
- Ability to deal with demanding customers and escalations
- Must have a positive outlook, willingness to lead by example, sense of responsibility, and a high level of motivation
- Creative Thinking
- Flexibility in working hours, including the ability to work nights and weekends
SROA Offers:
- UKG Wallet – on-demand pay option
- 100% paid medical coverage options for employee-only
- Dental and vision plans for optimal care
- Eight (8) paid holidays
- Generous Paid Time Off (PTO), increasing with years of service
- Paid Maternity and Parental Leave for growing families
- 401(k) with substantial employer match and 100% immediate vesting
- Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and Dependent Care Flexible Spending Accounts (DCFSA) for tax-advantaged savings
- GAP Insurance for added financial protection
- Employer-paid Life Insurance and Short-Term Disability coverage
- Long-Term Disability (LTD) coverage for added peace of mind
- Pet insurance – because your pets are family too
- Storage Discounts to help you declutter and organize
- Access to Voluntary Benefits for personalized coverage
- Learning and development opportunities to maximize your potential and excel in your career
- A great culture that values collaboration, innovation, and inclusivity
Storage Rentals of America was founded in 2013 and through an aggressive growth strategy, we have grown to over 660 locations across 30 states. It is our mission to provide affordable, clean, and secure self-storage facilities in the communities we serve. We strive to ensure superior customer service and great value for our customers.
At Storage Rentals of America, we offer a career and opportunity to grow. We strongly believe in growing our talent and promoting from within.
SROA is an Equal Opportunity employer and uses the federal government E-Verify system to verify employment eligibility.