Insight Global's client is family owned and operated business of self storage units. They are seeking a call center manager to sit hybrid onsite at their call center in South Bend, IN to oversee 10 call center representatives.

Main Responsibilities:

· Manage, direct, improve and report on call center operations

· Manage, supervise and train call center representatives

· Facilitate and support communication between different teams: management, call center, maintenance, security.

· Assist in call center operations, payment desk and at facilities as needed

Job Description:

· Operational knowledge and management of All Secure self storage facilities and commercial properties including:

o Managing delinquent customers, assisting in eviction processing and outreach to these customers

o Maintaining accurate unit inventories

o Assist in customer refund processes

o Manage document processing

· Promote call center team development

· Participate in management and team meetings

· Participate in sourcing, hiring and training new call center representatives

· Ongoing call center training and supervision including call reviews, coaching and creating a successful sales team

· Organize, guide and lead team meetings

· Manage and assist in responding to security events as needed, coordinating with security manager

· Review third party communications to ensure proper follow up as needed

· Customer service, problem solving and outreach

Hours:

· 8am-5pm Monday-Friday (or as agreed upon)

· 1 Saturday and 1 weekend per month

· Requirements may change with staffing and business levels. Comp time given in following week or as agreed upon with for weekend hours.

· Stationed at call center but may be required to travel to facilities

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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