Manager of Call Center

About Inhabit

Inhabit is a global PropTech software company serving over 5 million units in the residential and short-term rental property management industries. Our 1,500+ team members drive strategic partnerships, deliver best-in-class software solutions and services, and foster innovation and collaboration across software, payments, and insurance. Learn more at www.inhabit.com.

Job Description

The Manager of Call Center oversees the daily operations of the contact center, ensuring agents deliver timely, high quality support to Clients. They monitor performance metrics, optimize workflows, and coach team members to improve efficiency, service levels, and Client satisfaction. Through strong leadership and process management, they maintain a productive environment that consistently meets organizational and Client expectations.

What You'll Do

• Manage and lead a team of supervisors, leads, and associates
• Plan, manage, track, and direct all daily activities to meet performance metrics
• Monitor and evaluate performance, providing learning or coaching opportunities, and taking corrective action if necessary
• In collaboration with others, design or redesign workflows and processes
• Motivate and engage call center representatives to interact with customers in a positive and friendly manner
• Ensure supervisors, leads, and CSRs understand and comply with all call center objectives, performance standards, and policies
• Answer agent questions regarding best practices or difficult calls
• Identify operational issues and suggest possible improvements
• Partner with other supervisors and management team members to support CSRs and maximize customer satisfaction
• Monitor daily attendance, breaks, and Paid Time Off (PTO) requests
• Perform quality management in real time using call/chat recordings

Experience and Education Requirements

• College degree or post high school education required; CSR certifications are a plus
• 5+ years of experience in a high volume call center or customer service role, with at least 1 year of proven supervisory experience
• Demonstrates professionalism, accountability, and ownership
• Strong communication skills, both verbal and written
• Ability to build and foster a positive working environment
• Excellent analytical and interpersonal skills, an exceptional work ethic, ability to adapt to change, and solve problems with a sense of urgency
• Ability to multitask and manage high volumes of interactions
• Strong attention to detail and accuracy
• Strong computer skills and familiarity with customer support tools or CRM systems
• Ability to follow processes and work in a structured environment
• Strong time management and organizational skills
• Willingness to perform work alongside associates as needed

Type

• Full-Time, Salary Exempt (not overtime eligible)

Location

• Mason, OH

• We have an in-office work style, with most team members working in the office from Monday to Thursday and remotely on Friday

Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.

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