Sr Manager, Contact Center

SUMMARY OF RESPONSIBILITIES

The Sr. Manager, Contact Center is FirstKey Homes Operations’ expert on Contact Center technology and best practices and champions the adoption of these across Contact Channels. This role drives operational excellence through strategic leadership, technology adoption, and continuous improvement initiatives. The Senior Manager also supports the delivery of exceptional service across Resident Services and Payments Contact Centers, ensuring more than 250,000 customer interactions annually are resolved efficiently and effectively by FirstKey Homes’ Business Process Outsourcing (BPO) partner.

ESSENTIAL DUTIES

Call Center Technology

· Enable enhanced training, feedback, and compliance monitoring through Call Transcription & Analytics Platform implementation (Qualtrics)

· Act as Operations Product Owner for Qualtrics Call Analytics – partner with Property Operations, FKH IT, Qualtrics, and consultants on platform enhancements, trainings, and reporting

· Champion adoption of Qualtrics Call Analytics across FKH contact centers and voice channels

Contact Center Operations

· Partner closely with the Manager of Resident Services & Payments to ensure timely, accurate, and effective resolution of customer inquiries.

· Monitor performance metrics and service levels, using data to implement improvements and maintain operational efficiency.

· Implement and promote adoption of self-service solutions and AI tools to reduce contact volume and enhance operational efficiency.

· Introduce and optimize digital contact channels such as chat, SMS, and other platforms to improve the resident experience.

Operational Support & Training

· Coordinate and participate in on-site visits, training, and coaching programs across contact center locations (including international travel).

· Partner with Property Management, Collections, and Knowledge Management teams to ensure Contact Center operations align with current policies, procedures, and compliance requirements.

· Collaborate with other teams to leverage resident feedback for service improvements and process enhancements.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS

· Primarily working indoors, office environment.

· Occasionally requires working extended evenings and weekends to meet deadlines.

· May sit for several hours at a time.

· Prolonged exposure to computer screens.

· Repetitive use of hands to operate computers, printers, and copiers.

· Periodic international and domestic travel

REQUIRED EDUCATION AND EXPERIENCE

· Experience leading contact center operations, including BPO and multi-site teams

· Proven success implementing digital channels like chat, SMS, and self-service tools

· Proficiency with platforms such as NICE, Zendesk, Qualtrics or similar contact center technologies

PREFERRED EDUCATION AND EXPERIENCE

· Property Management, Hospitality, or similar industry experience preferred

· Outsourced services management experience

REQUIRED KNOWLEDGE

REQUIRED SKILLS

· Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

· Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

· Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

· Mathematics — Using mathematics to solve problems.

· Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the best people for the job.

· Time Management — Managing one's own time and the time of others.

· Monitoring — Assessing work performance to check for errors and omissions in work completed by yourself or subordinates and providing corrective action to make improvements to deliver a more accurate work product.

· Writing — Communicating effectively in writing as appropriate for the needs of the audience.

· Speaking — Talking to others to convey information effectively.

WORK STYLES & BEHAVIORS

· Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.

· Initiative — Job requires a willingness to take on responsibilities and challenges.

· Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.

· Integrity — Job requires being honest and ethical.

· Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.

· Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.

· Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

· Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.

FirstKey Homes is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.

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