Contact Center Manager

Contact Center Manager

The Contact Center Manager is responsible for overseeing Contact Center members including National leasing specialists' level 1 & 2, and Customer Care Level 3 & 4 to ensure efficient, accurate, and timely processing of all resident applications and care of all company customers across the portfolio. This role provides leadership, structure, and accountability to the centralized applications function, along with our centralized contact center, ensuring compliance with company policies and regulatory requirements while delivering exceptional customer experience. The Contact Center Manager will manage daily operations, produce performance reports, develop schedules, and implement process improvements to support organizational goals.

Essential Responsibilities:

• Directly manage associates, fostering a culture of mentorship and professional growth.
• Address performance-related concerns through counseling and support.
• Oversee the onboarding and continuous training processes to ensure all team members possess the necessary skills and knowledge.
• Ensure quality control of the product knowledge database, maintaining accurate information for all associates to relay to customers.
• Handle escalated customer interactions, including customer service calls and maintenance requests, effectively managing frustrated callers while overcoming objections and de-escalating situations.
• Demonstrate troubleshooting capabilities with CRM software, Teams, chatbots, and virtual tours, escalating issues and coordinating with the relevant parties to facilitate prompt resolutions.
• Lead and engage in team chats, fostering a positive digital environment that motivates team members and encourages them to thrive through challenges.
• Review and score calls and customer interactions, providing constructive feedback, highlighting areas for improvement, and recognizing excellence where applicable.
• Oversee application processing to ensure accuracy, compliance with Fair Housing and company policies, and timely resolution of applicant and new resident files.
• Create, maintain, and adjust team schedules to ensure appropriate coverage and workload distribution.
• Produce and analyze reports on team performance, application completion timelines, inbound/outbound call metrics and productivity metrics for leadership review.
• Partner with internal stakeholders to identify and resolve workflow challenges.
• Serve as the point of escalation for complex application scenarios, providing guidance and resolution in a timely manner.
• Foster a culture of accountability, collaboration, and continuous improvement within the team.

Qualifications & Abilities:

• Bachelor's degree preferred; equivalent combination of education and experience considered.
• Minimum of 3–5 years of experience in property management, leasing operations, or centralized operations.
• At least 2 years of experience in a supervisory or management role with demonstrated success leading teams.
• Strong knowledge of application processing workflows and compliance requirements.
• Strong leadership and team management skills, with a passion for developing talent and promoting a positive culture.
• Ability to analyze performance data and implement strategies to enhance team productivity.
• Proficiency in property management software and CRM platforms (Entrata, Funnel, or similar).
• Strong organizational, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills, with the ability to interact effectively at all levels of the organization.
• Follow Hillpointe's Mission, Vision and Values and comply with all Hillpointe policies and procedures, as well as Fair Housing regulations

Physical Requirements:

• Ability to sit for extended periods of time while working at a computer or participating in meetings.
• Frequent use of hands and fingers to operate a computer, keyboard, mouse, phone, and other office equipment.
• Ability to communicate clearly and effectively—verbally and in writing—with employees, leadership, and stakeholders.
• Ability to hear and speak sufficiently to participate in meetings, conference calls, and presentations.
• Ability to view computer screens and read detailed reports, data, and documents for extended periods.
• Occasional ability to stand, walk, bend, or reach within an office environment.
• Ability to lift or move up to 15 pounds occasionally (e.g., laptops, documents, or office materials).
• Ability to maintain focus, concentration, and decision‑making capacity in a fast‑paced, high‑volume operational environment.

Working Environment:

• Location Maitland, In-person, M/F with occasional weekend hours as needed for team assistance and coverage.
• High call/message volume; fast-paced, team-oriented environment.
• Regular collaboration with leasing, operations, and maintenance teams.