Job ID Number
R5915
Employment Type
Full time
Worksite Flexibility
Onsite
Job Summary
We are looking for a motivated [Job Title] ready to take us to the next level! If you have [2-3 primary required skills] and are looking for your next career move, apply now.
Job Description
The Call Center Specialist Team Leader is tasked with overseeing the daily operations of a call center team to ensure high-quality, efficient, and customer-focused service delivery. This role is essential in managing complex customer inquiries, providing leadership and coaching to Customer Call Center Specialists, and ensuring adherence to policies and service level expectations. This is a full-time and onsite position.
What You'll Do
- Manage and respond to complex inbound and outbound calls, ensuring resolution and customer satisfaction
- Supervise, train, and mentor call center staff to maintain service quality and performance standards
- Monitor call metrics including first-call resolution, response time, and call quality; provide coaching and performance feedback
- Serve as a liaison between the call center and other departments to ensure accurate, timely information sharing
- Document all customer interactions and ensure compliance with data entry protocols and privacy requirements
- Support workforce planning, call routing efficiency, and shift scheduling
- Lead by example in call handling, professionalism, and adherence to protocols
- Identify opportunities for process improvement and recommend solutions to management
What You'll Need
- High school diploma or GED
- Minimum of 8 years of call center or customer service experience, including at least 3 years in a team leadership or supervisory role
- Demonstrated ability to lead teams in a high-volume call center environment
- Proficiency with Microsoft Office, Yardi, RentCafe, and call center systems
- Strong communication, coaching, and problem-solving skills
- Ability to manage multiple priorities and maintain performance under pressure
- Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
- Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
- Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
Physical Demands
- Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
- Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
- Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
The pay range for this position is $48,000 - $52,320 per annum (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law.
#LI-KW1
Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.