Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-family rental (SFR) assets while retaining control and valuable lines of sight into their investments over time. Second Avenue’s proprietary technology and exclusive relationships have allowed it to bring scale to scattered single-family investment homes, a strategy that was previously untenable as an institutional asset class. The Company provides all aspects of sourcing, acquisition, and property management services for its clients.

We offer a positive culture and professional work environment. Please visit our website for additional background on our business platform – www.secondavenue.com

Job Summary

The Director of Contact Center Operations is responsible for the overall management of frontline communication operations for customer service, central leasing and resident renewals, with a significant emphasis on managing the systems, personnel management and customer service guidelines that guide inbound and outbound communications with leasing prospects and residents. Leading a team of three managers and frontline positions within the Tampa Contact Center (CX), the position will be instrumental in creating and enhancing scalable systems to streamline central teams. Integral to this role is the oversight of KPIs, direction of managers and team leads, ensuring they are equipped with the necessary systems and resources to deliver exceptional customer service. Along with this, strong working knowledge of telephony, email and text management systems is essential. Additionally, the position will play a pivotal role in planning technology upgrades, documenting systems and processes to maintain efficiency and consistency in resident communications; to include automation and eventual AI implementation. This position will interact with the senior management of all functions within Second Avenue and be the subject matter expert for contact center operations. This position demands a high aptitude for planning, problem-solving, and fostering a culture of resident satisfaction and retention, all while prioritizing effective inbound and outbound communication channels. This position is based full-time in Second Avenue’s Tampa office.

Major Duties and Responsibilities

• Manage and grow a group of managers for Tampa Contact Center (CX); this will initially include Central Leasing, Customer Care and Renewals teams

• Implement technology improvements and make recommendations for system upgrades and functionality; work closely with the company’s internal technology team to plan and implement continuous process improvement

• Be the subject matter expert for contact center technology and guide senior management on assessing needs for system improvements as the company grows; especially vital to this will be the evaluation and implementation of AI tools for future automation and efficiency improvements

• Evaluate the use of offshore resources for CX frontline communication handling as well as back office processing

• Work with Human Resources (HR) and managers to recruit and retain the best front line associates for all roles in the CX

• Understand key drivers for success in Leasing, Customer Care and Renewals; monitor KPIs and provide guidance to managers for call quality, systems usage and workflow management

• Implement time scheduling tools to ensure call answer rates and other CX KPI’s are adhered to and improve over time

• Continuously identify opportunities for process optimization, efficiency improvements, and service enhancements to drive overall CX effectiveness

• Ensure compliance with HR policies for time management, relevant regulations, laws, and industry standards governing CX activities

Education and Experience

• Bachelor’s Degree in Business Administration, Project Management or a related field required; certifications in contact center management are a plus

• Minimum of 3 years of managerial experience in contact center operations with experience in oversight of large organization of 20+ frontline associates

• Proven track record in evaluating and implementing call center systems and upgrades; experience with project management and implementation strategies

• Experience in setting long-term goals, identifying key initiatives, and allocating resources effectively

• Experience in crafting and delivering presentations to senior leadership and key stakeholders

• Proven track record of driving operational excellence, process optimization, and performance improvement initiatives

Job Competencies

• Strong working knowledge of telephony, email and text management systems

• Ability to manage scheduling based on KPIs and guide managers on proper procedures for frontline associates

• Ability to coach both managers and frontline associates on proper communication techniques and customer service

• Ability to lead cross functional teams and provide project management for initiatives

• Skill in fostering a culture of adaptability and resilience to navigate changes successfully

• Exceptional verbal and written communication skills, with the ability to articulate ideas and concepts clearly and persuasively

Benefits

• Medical, Dental and Vision Insurance, Employer Paid Short-Term/Long-Term Disability and Life AD&D Insurance, 401k, PTO, and Paid Holidays.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Second Avenue is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.