Manager, Customer Engagement

About the Role

The Manager, Customer Engagement leads a team of 5-7 Customer Experience professionals responsible for delivering high-quality service and engagement through phone, chat, and digital channels. This role ensures exceptional responsiveness to customer inquiries, proactive reputation management, and efficient lead handling across multiple platforms.

In addition to people leadership, this position plays a key role in executing technological initiatives that enhance the team's performance - including implementing call and chat recording tools, managing process improvements, and leveraging analytics to drive insights. The Manager partners closely with Marketing, IT, Sales, and Data teams to ensure the Customer Experience department operates efficiently and strategically.

This individual combines call center management expertise with operational and technical acumen, ensuring the team not only meets performance goals but also evolves through digital enablement, automation, and continuous improvement.

What You"ll Do

• Lead and coach a team of 5-7 Customer Engagement Specialists handling phone, chat, digital inquiries, and MLS Listings.
• Utilize call and chat recordings to identify trends, coach employees, and recognize high performers.Utilize exception reporting to identify trends and coach employees on the importance of data accuracy.
• Conduct regular 1:1 sessions, calibration reviews, and team meetings focused on skill development and process improvement.
• Lead the implementation and optimization of CX technology platforms (Salesforce, telephony systems, chatbot enhancements, and call recording tools).
• Develop standard operating procedures (SOPs) to support new technology rollouts and ensure consistent use across the team.
• Partner with the Voice of Customer (VoC) team to align customer feedback and survey results with frontline service initiatives.