What are the responsibilities and job description for the Call Center Manager position at The Management Group LLC?
Description
Overview
The Management Group, LLC (TMG) is seeking an experienced Call Center Manager to oversee customer communications and CRM operations across multifamily communities. This role will be responsible for ensuring excellent service to prospects and residents through phone, email, chat and CRM systems. The Call Center Manager will monitor multiple CRM IQ platforms, manage performance, and provide reporting on key performance indicators (KPIs) to support operational excellence and resident satisfaction.
Other duties will include reporting and general support of General Operations and Marketing as needed and defined by COO.
Requirements
Key Responsibilities
Customer Communication & Support
- Serve as the primary contact for inbound calls, emails, and chat inquiries from residents and prospects across assigned communities.
- Provide prompt, professional, and solution-focused responses to all inquiries.
- Ensure consistent service levels that align with TMG's standards of excellence.
CMR Management (CRM IQ)
- Monitor and manage CRM IQ systems across multiple communities to ensure timely responses and follow-ups.
- Maintain accurate data entry, lead tracking, and communication history in CRM IQ.
- Identify trends and recurring issues within CRM IQ to optimize workflows.
- Coordinate with on-site teams to ensure CRM IQ accuracy and lead-to-lease efficiency.
Performance Monitoring & Reporting
- Develop, track, and distribute regular KPI reports to leadership, including response times, customer satisfaction, lead conversion, and call/chat/email volume.
- Provide feedback and best practices t community teams based on CRM performance.
Leadership & Process Improvement
- Oversee daily call center operations to ensure smooth execution and consistency across all touchpoints.
- Recommend and implement process improvements to enhance efficiency and service quality.
- Ensure adherence to company policies, customer service standards, and compliance requirements.
Qualifications
- Strong knowledge of CRM systems (experience with the crm system preferred).
- Excellent written and verbal communication skills. Proven ability to analyze data, prepare reports, and track KPIs.
- Detail-oriented, organized, and table to manage multiple communities simultaneously.
- High degree of professionalism, problem-solving, and customer-first mindset.
- Ability to work independently in a remote environment with reliable internet connectivity.
Compensation & Benefits
- Completive salary commensurate with experience.
- Benefits package available (health, dental, vision, PTO, Retirement - as offered by TMG).
- Opportunity to work remotely while supporting multiple dynamic communities.
