Call Center Manager

Job Title : Call Center Leasing Manager

Overview :

Friendly Franchisees Corporation is a rapidly growing, privately-owned company specializing in the restaurant and real estate industries.

We are seeking a highly motivated and experienced Call Center Leasing Manager to oversee and manage our call center operations focused on leasing our real estate properties.

This role is essential for ensuring our leasing goals are met and providing exceptional customer service to prospective tenants.

The ideal candidate will have a strong background in leasing, call center management, and a passion for leading and developing a high-performing team.

Key Responsibilities :

1. Call Center Management :

• Oversee the daily operations of the leasing call center, ensuring that all leasing inquiries and leads are handled efficiently and effectively.
• Develop and implement strategies to maximize lead conversion rates and meet leasing targets.
• Monitor call center metrics and performance, providing regular reports to senior management.

2. Leasing Support :

• Assist in managing all leasing activities, including showing apartments, processing applications, and ensuring all paperwork is completed accurately and in a timely manner.
• Conduct property tours for prospective tenants, highlighting features and benefits to encourage leasing.
• Lead tenant retention initiatives, including organizing resident events and managing lease renewals.

3. Customer Service :

• Provide excellent customer service by addressing tenant inquiries, resolving issues, and maintaining positive relationships with residents.
• Ensure that all prospective tenants receive exceptional customer service throughout the leasing process.

4. Marketing and Outreach :

• Support the development and execution of marketing strategies to attract prospective tenants, including social media outreach, open houses, and other promotional events.
• Must be able to post via their personal Facebook page immediately upon starting.
• Liaise with management and the marketing team to align leasing strategies.
• Verify that all ad postings on various platforms are accurate and up to date.

5. Administrative Duties :

• Manage and maintain accurate leasing records, process rental applications, and assist with preparing leasing reports.
• Prepare and submit weekly, daily, and monthly reports.
• Audit phone call recordings to ensure quality standards are maintained.

6. Compliance and Best Practices :

• Ensure compliance with all leasing and fair housing laws, regulations, and company policies.
• Stay informed of industry best practices and implement them to enhance call center efficiency and effectiveness.

7. Team Leadership :

• Lead, train, and mentor a team of leasing agents, ensuring they have the necessary skills and knowledge to perform at their best.
• Experience managing 15-20 direct reports.
• Conduct regular performance evaluations and provide feedback to improve individual and team performance.
• Foster a positive and collaborative work environment that motivates the team to achieve their goals.

Skills and Qualifications :

• Experience : A minimum of 2 years of experience in leasing or property management is required, with a minimum of 3-5 years in call center management and leasing roles.
• Bilingual : Spanish language proficiency is required.
• Yardi Experience : Experience with Yardi property management software is a must.
• Education : High school diploma or equivalent is required; a Bachelor’s degree in Business, Real Estate, or a related field is preferred.
• Communication Skills : Strong verbal and written communication skills are essential.
• Customer Service : Demonstrated ability to provide high-quality customer service.
• Organizational Skills : Excellent organizational and time-management skills with the ability to handle multiple tasks efficiently.
• Technical Proficiency : Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and familiarity with property management software.
• Team Player : Ability to work effectively within a team environment.
• Flexibility : Willingness to work flexible hours, including weekends and evenings as needed.
• Leadership : Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Analytical Skills : Ability to analyze data and metrics to inform decision-making and strategy development.
• Problem-Solving : Strong problem-solving abilities with a focus on continuous improvement.

Work Setting :

• Location : La Palma, CA
• Schedule : Full-time, Monday to Friday, with occasional extended hours as needed.
• Salary : $60,000 - $90,000 per year DOE

Equal Employment Opportunity (EEO) Statement :

Friendly Franchisees Corporation is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.