Call Center Director - SmartStop Self Storage

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A company that embraces CHANGE while enhancing EVERYONE’S journey.

About SmartStop Self Storage

SmartStop® Self Storage is a diversified real estate company in the self-storage industry, operating in 22 states in the US and three provinces in Canada. In addition, SmartStop was awarded Newsweek’s Best Customer Service three years in a row - 2021, 2022 & 2023 - among Storage Center companies, awarded Top Workplace of Orange County in 2022 and 2023, and Reputation’s 800 Award for 2023.

Voted TOP WORKPLACE 2022 & 2023 by the Orange County Register and our AMAZING employees!

Salary: Starting at $95,000 + Annual Discretionary Bonus

Call Center Director Job Summary

The Call Center Director manages all aspects of the Call Center and provides support to the field and ensures Call Center Agents are providing best-in-class customer service.

Essential Job Functions and Responsibilities

• Monitors performance and productivity and works with the Call Center team to guide them to meet and exceed sales and service performance levels;
• Hires key staff members and provide support and direction to these team members as they come on board. Conducts training and sets up systems for all Agents;
• Develops and administers any disciplinary action forms, Performance Improvement Plans, terminations;
• Plays a primary role in the development and implementation of a sales strategy for the Call Center. Establishes sales goals and ensure their achievement;
• Determines effective staffing levels/schedules and workflow to ensure customer satisfaction while maintaining maximum productivity. Oversees scheduling and forecasting activities to ensure optimal performance;
• Manages Call Center systems, software’s, constantly reviewing internal processes for efficiencies;
• Integrates multiple systems to extract data and evaluate performance;
• Manages the Call Center Interactive Voice Response (IVR);
• Manages internal satisfaction between the sites and the Call Center;
• Establishes all performance goals both at the team and individual levels and develops a reporting structure to measure and communicate progress;
• Performs other related duties as assigned.

Qualifications Needed

• Excellent written and verbal communication skills.
• Superior interpersonal and motivational skills.
• Excellent leadership and negotiation skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Highly innovated and motivated self-starter, working with minimum supervision.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient in Microsoft Office Suite and Call Center technology.

Benefits

• Competitive salary
• Health insurance including medical, dental and vision
• Life and Disability Insurances
• Paid Time Off
• Generous Holiday Schedule
• 401(k) matching
• Employee assistance program
• Referral program Free Car Wash every other week
• Free catered lunch every other week
• A great culture!

Diversity

SmartStop® Self Storage, is committed to diversity, equity and inclusion. We believe in fostering an environment of inclusion, and seek contributors from all backgrounds to join our dynamic team.

Lead Together!