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Assistant Contact Center Manager
Southfield, MI, USPosted 1 weeks ago
onsite
Job Description
Job Summary
The Assistant Contact Center Manager supports daily operations of the reservations team by leading a subset of agents and ensuring strong execution of inbound and outbound call performance. They will drive service level, conversion, and revenue results through real-time management, coaching, and adherence to operational standards. This role plays a key part in delivering a high-quality customer experience while supporting occupancy and revenue goals.
Job Duties
- Leads, hires, trains, schedules, and develops Reservation Specialists, ensuring adherence to company policies and performance expectations. (Essential)
- Manages inbound call performance to achieve service level, conversion, site nights, and revenue targets on a daily basis. (Essential)
- Coaches and develops agents through regular call reviews, performance feedback, and targeted sales and service training. (Essential)
- Executes centralized staffing plans, ensuring proper coverage, attendance, and schedule adherence across the assigned team. (Essential)
- Identifies performance trends and implements actions to improve conversion, productivity, and customer experience. (Essential)
- Coordinates team member selection and development and ensures team members comply with appropriate policies and procedures.
- Supports execution of Contact Center daily operations and strategic direction.
- Supervises and develops a designated group of Reservation Specialists, ensuring adherence to policies, performance standards, and schedule expectations.
- Monitors real-time call center activity (queue volume, wait times, agent availability) and takes action to maintain service levels.
- Ensures a consistent, high-quality customer experience through accurate reservation handling, payment processing, and strong product knowledge.
- Supports agents with real-time floor support, escalation handling, and performance guidance.
- Reinforces call handling standards, scripts, and sales techniques to improve conversion and customer experience.
- Supports execution of marketing campaigns and promotions by ensuring agent readiness and alignment.
- Provides reporting and performance updates as requested.
- Other duties as assigned.
Requirements
- Bachelor's Degree in Business, Sales, Marketing, or related field. (Required)
- 2 years in leadership or senior agent experience in a contact center, sales, or reservations environment. (Required)
- Demonstrated leadership abilities
- Strong organizational and analytical skills
- Excellent problem-solving skills
- Advanced computer proficiency in Microsoft Excel, including the ability to use email and internet
- Ability to travel by car or plane with overnight stays as required
- Ability to coach and support performance in a high-volume, metrics-driven environment.
- Strong communication skills
- Must have a valid driver's license
- Understanding of contact center operations, including service levels and real-time management.
BENEFITS
At Sun Communities, you will be part of an industry-leading organization where you will be challenged, inspired, rewarded and transformed. We place a high priority on our team members, and this is a big part of what sets us apart. We will ask you to give us your very best every day, and will challenge you with interesting work, stretch assignments, a collaborative and supportive work environment and plenty of learning and growth. In exchange, we will reward you with great pay, advancement opportunities, paid time off, great benefits, and flexibility.
- Comprehensive Medical and Prescription coverage with 4 plan options so you can choose the plan that best meets the needs of you and your family
- Comprehensive Dental and Vision Plans
- On-Site Fitness Center
- Voluntary Health and Dependent Care Reimbursement Accounts
- Life, Accidental Death & Dismemberment Insurance and Dependent Life
- Short and Long-Term Disability Coverage
- 401(k) Plan with Sun matching contribution
- Employee Assistance Program
- Identity Theft Insurance
- Legal Assistance Plan
- Pet Insurance
- Tuition Reimbursement program providing financial support to team members who further their formal education
- Vacation RV Site Discounts for team members when visiting SunRV Resorts across the nation
- Team Member Perks & Discounts program with hundreds of discounts on things like travel, merchandise, mobile phone service, and more
- Up to six weeks of paid parental leave for the birth of a child, adoption, or placement of a child
- Paid Time Off including ten holidays, vacation, personal, sick time, bereavement and pay for jury duty
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