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Contact Center Manager

Thousand Trails, part of the Equity Lifestyle Properties (NYSE: ELD) portfolio, is the largest and most successful provider of RV resorts and campgrounds in North America with over 80 locations in 22 states and British Columbia, Canada. We have combined the beauty and relaxation of a scenic nature preserve with the resort-style amenities and security of an exclusive club. At each resort, we provide a secure, gated environment with park rangers who look out for our guests' safety – so you can focus on having fun. Today our parks are enjoyed by more than 100,000 member families and guests.

Thousand Trails is searching for a supportive, communicative and attentive Call Center Manager to manage and supervise Call Center Specialists as they take calls from current and prospective Thousand Trails members and guests. The Call Center Supervisor will ensure every agent is well prepared for their calls and provide them with ongoing coaching and inspiration. The Call Center Supervisor should be analytical, supportive and focused on helping the team build necessary skills and knowledge so they can better support our guests.

Responsibilities:

  • Provide supervision to a team of Call Center Specialists who are responsible for responding to requests for information and to troubleshoot and resolve issues.
  • Ensure agents understand and comply with all call center objections, performance standards and policies.
  • Answer Specialist’s questions regarding best practices or difficult calls.
  • Identify operational issues and suggest possible improvements.
  • Monitor and evaluate agent performance, provide learning and coaching opportunities, and take correction action if necessary.
  • Prepare reports and analyze data to assist management in setting call center goals.
  • Work with other supervisors and management team members to support agents and maximize customer satisfaction.

Requirements:

  • Bachelor’s degree or combination of education and related experience.
  • 5+ years call center supervisory experience.
  • Proficiency with technology, especially computers, software applications and phone systems.
  • Exceptional verbal and written communication skills
  • Willingness to develop a strong understanding of company products, policies and services.
  • Ability to coach, train and motivate employees and evaluate performance.
  • Excellent problem solving, leadership and customer service skills.
  • Detail oriented and analytical.
  • Ability to remain calm and courteous under pressure.
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