Job Description 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 (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements - 3-5+ years of experience of management or lead experience in a call center - Experience managing small teams - Experience with sales and service - Comfortable making calls and dealing with escalations or higher level - Must have drivers license to travel to sites, (once or twice a week within a 25 mile radius, can use company vehicle or personal) - Familiarity with the MS suite and basic computer systems - Experience in the self-storage industry -Experience with Ring Central telephone system null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.