About the Role:
On behalf of our client, we are seeking a skilled and experienced Contact Center Supervisor with a strong background in community management. The successful candidate will oversee a team responsible for handling resident or community-related inquiries, ensuring high levels of service quality, responsiveness, and community engagement.
This is a fantastic opportunity to join a dynamic environment where communication, leadership, and a passion for community-focused service are key.
Key Responsibilities:
Supervise day-to-day operations of the contact center team managing community and resident inquiries.
Ensure timely and professional handling of service requests, complaints, and general communication.
Act as the point of escalation for unresolved or complex issues.
Track and evaluate team performance, provide coaching, and support continuous improvement initiatives.
Coordinate with the client’s internal departments (e.g., facilities, property management, communications) to ensure effective service delivery.
Maintain a strong understanding of the client’s community policies, services, and expectations.
Prepare and present regular reports on contact center activity and community feedback.
Support training and onboarding of new team members with a focus on community engagement.
Candidate Profile:
Experience in community management is essential (e.g., residential, real estate, facilities, or related sectors).
Minimum 2–4 years in a supervisory role within a contact center or customer service environment.
Strong leadership and problem-solving skills.
Excellent verbal and written communication abilities.
Familiarity with CRM and contact center tools.
Ability to handle high-pressure situations and manage multiple tasks efficiently.