The Call Center Manager, Operations will lead the launch and day-to-day management of a newly established call center for a growing self-storage platform. This is a hands-on leadership role responsible for building processes, hiring and developing a small team, and ensuring a high-quality customer experience across inbound reservations, payments, and basic service inquiries. This role is ideal for a manager-level call center leader who has built or scaled teams before and enjoys creating structure, processes, and accountability from the ground up. Key Responsibilities Call Center Build & Operations Stand up a new call center operation from scratch, including workflows, staffing models, and daily operating rhythms Hire, onboard, and manage an initial team of 4–5 call center representatives , with plans to scale to 5–8 Implement and manage the call center platform ( Call Potential ), ensuring proper configuration and usage Develop call scripts, prompts, FAQs, and standard operating procedures (SOPs) Establish call monitoring, quality assurance, and coaching processes Set and track KPIs and success metrics for individual agents and the team Oversee inbound call handling for: Reservations Payments Basic customer service inquiries Ensure effective routing of non-core calls to appropriate property teams Insurance and lock upselling during rentals Move-in incentives and promotions Reservation conversion, understanding many customers prefer to view units in person Performance & Growth Readiness Manage call volumes of a few hundred calls per day during business hours Prepare for and manage seasonal volume increases (April–August peak season) Use data and call analytics to identify performance gaps and optimization opportunities Lay the groundwork for a future outbound collections function Qualifications & Experience 5+ years of experience in call center operations or contact center management Proven experience building or scaling call center teams , ideally in a consumer services environment Strong process orientation with the ability to create structure, documentation, and accountability Comfortable managing small, growing teams and being hands-on in daily operations Experience with call center software platforms (Call Potential experience is a plus) Strong communication, coaching, and performance management skills Experience with inbound sales or reservation-based environments preferred What Success Looks Like A fully operational call center with clear processes, scripts, and KPIs High reservation accuracy, efficient call handling, and strong customer satisfaction Well-trained, accountable agents who understand both service and sales expectations Smooth scalability during peak season and readiness for future outbound initiatives #J-18808-Ljbffr Hirewell
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