What are the responsibilities and job description for the Assistant Contact Center Manager position at Sun Communities & Sun Outdoors?
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
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.
Join our Talent Community and explore Corporate Headquarters jobs at Sun Communities.
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.
- 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.
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
Join our Talent Community and explore Corporate Headquarters jobs at Sun Communities.