Director of Call Center Operations

The Company 

At Spartan Investment Group our mission is to improve lives through our values. We do this by finding value-add and opportunistic investments offering solid returns to our investors. Providing an opportunity to grow for our partners and creating lasting wealth for everyone with whom we conduct business is how we make our greatest contribution. 

We specifically focus on self-storage projects capitalizing on amazing deals in other asset classes. In 2021, we were listed as the 5th fastest growing real estate company in the US and joined the list of the top 100 owners of self-storage. We are members of the Inc. 5000 fastest-growing private companies in America and in 2023 we were #13 in Denver Business Journals list of top places to work. 

Mission

As the Director of Call Center Operations, your mission is to lead, inspire, and elevate our customer service and support functions with an innovative, results-driven approach. You will oversee daily call center operations, establishing goals, setting expectations, and ensuring your team meets performance standards. Ultimately, you will develop and implement processes aimed at enhancing customer satisfaction, boosting employee engagement, and optimizing operational efficiency.

Requirements

Key Results:

• Ensure that virtual customer inquiries are responded to within 10 seconds.
• Achieve a 75%+ conversion rate for autopay enrollments and customer protection plans.
• Drive a high conversion rate of leads to rentals and achieve monthly move-in goals across the FreeUp Storage portfolio.
• Generate 50+ Google reviews per month through exceptional customer experiences.

Main Objective and Responsibilities:

• Build and Lead a High-Performing Team: Recruit, develop, and manage a team of Customer Care Representatives to meet or exceed sales and service goals. Implement onboarding processes, professional development plans, and strategies to reduce turnover.
• Develop and Implement Standard Operating Procedures: Establish processes that promote high service quality, efficiency, and compliance with company policies, industry regulations, and data protection standards.
• Optimize Sales and Customer Interactions: Provide training in sales techniques, virtual customer service, and upselling strategies, ensuring follow-up on all leads and maximizing conversion rates for rentals, autopay, and protection plans.
• Enhance Customer Satisfaction and Retention: Manage escalations, address complex issues, and foster long-term relationships with tenants. Ensure prompt resolution of inquiries and complaints to maintain high retention rates and customer satisfaction.
• Continuously Improve Team Performance: Identify areas for improvement, provide in-the-moment coaching, and implement best practices to drive accountability and continuous improvement within the call center.
• Analyze and Report on Call Center Metrics: Regularly review performance data, customer feedback, and Google reviews to identify trends, optimize processes, and report insights to leadership.
• Ensure Compliance and Protect Customer Data: Oversee adherence to compliance standards, particularly in financial agreements and data protection, to safeguard customer information and maintain regulatory compliance.
• Collaborate Across Teams: Partner with national and international teams to share coaching techniques, performance metrics, and best practices in talent development.

Competencies:

• Customer Focus – A customer-centric approach focused on understanding needs, building rapport, and delivering personalized solutions. Dedication to providing outstanding service and ensuring satisfaction throughout the sales journey.
• Sales Acumen – Proficiency in sales techniques, including prospecting, qualifying leads, overcoming objections, and closing sales. A strong understanding of the sales process and the ability to identify opportunities for upselling and cross-selling, particularly in a virtual environment.
• Communication Skills – Ability to communicate clearly and effectively through written and verbal communication in a virtual setting. This includes active listening, empathy, and tailoring communication to meet diverse customer needs.
• Resilience – Ability to handle rejection, overcome setbacks, and maintain motivation in a virtual sales role. Strong persistence and positivity in pursuit of sales targets and objectives.
• Leadership & People Management – Demonstrated leadership abilities to inspire, coach, and lead a diverse team to meet performance targets, ensuring a positive work environment that encourages development and collaboration.
• Operational & Analytical Skills – Strong organizational and analytical skills to monitor performance, streamline processes, and manage multiple priorities efficiently.

Qualifications:

• 5 - 7 years of experience working in a call center environment.
• 2 - 4 years of experience in a call center manager role.
• Strong leadership skills and the ability to contribute to recruitment and training efforts.
• Proficiency with Insomniac, Call Potential, Lead Management System (LMS), and XPS Solutions.
• Flexibility to accommodate operations in different time zones.
• Strong understanding of key metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), Average Handling Time (AHT), Call Abandonment Rate, and Conversion Closure Rate.
• Bachelor's degree in Business Administration, Management, or related field. Required

Benefits

• Competitive Full Time Base Salary: $130k – $150K annually.

• Comprehensive benefits including 401k with company matching. 

• Access to company profit sharing. 

• Access to company carried interest program. 

• Wellness benefits include company paid health, vision, dental, short-term disability, and life insurance. 

• In house performance coaching. 

• Unlimited PTO. 

• Reimbursements for phone, transportation, and entertainment, and more through an innovative cafeteria benefits plan.