Leasing Manager - Contact Center

Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-deed residential assets (SFR) 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 – 

Job Summary

The Leasing Manager leads the performance, development, and daily operations of Second Avenue’s Leasing Contact Center, overseeing a high-performing team of Leasing Associates responsible for converting leads to completed home tours. This role owns the front end of the leasing journey (from initial lead engagement through completed tour) and is accountable for achieving key performance indicators related to lead conversion, tour completion, quality, productivity, and customer experience. 

Success in this role requires a well-organized leader with a strong sales and entrepreneurial mindset who fosters a culture of coaching, accountability, continuous improvement, and operational excellence. The Leasing Manager partners cross-functionality with Marketing, Maintenance, Onboarding, Regional Leasing, and other departments to enhance the prospect experience, optimize leasing performance, and ensure every customer interaction positively influences the resident’s decision to lease and ultimately renew with Second Avenue.

Duties and Responsibilities

Leadership & Team Development

• Lead, coach, develop, and inspire a high-performing team of Leasing Associates.
• Foster a culture centered on sales excellence, customer experience, accountability, ownership, and continuous improvement.
• Conduct consistent one-on-one coaching sessions with each Leasing Associate focused on performance, skill development, and career growth.
• Perform regular call listening sessions, conversation reviews, and quality assurance evaluations to reinforce best practices and identify coaching opportunities.
• Conduct quality reviews of leasing processes, documentation, CRM activity, follow-up execution, and customer interactions to ensure operational excellence.
• Develop individualized performance improvement plans when necessary while recognizing and rewarding top performers.
• Support recruiting, interviewing, onboarding, training, and ongoing development of Leasing Associates.
• Create an environment that encourages innovation, healthy competition, collaboration, and continuous learning.

Sales Performance & KPI Accountability

• Own team performance across all Leasing Contact Center KPIs.
• Drive achievement and continuous improvement of lead-to-tour scheduling conversion, scheduled-to-completed tour conversion, speed-to-lead, response time, productivity, occupancy support goals, quality scores, and customer satisfaction metrics.
• Utilize data, reporting, trend analysis, and forecasting to proactively identify performance opportunities and operational risks.
• Develop action plans that improve conversion rates while maintaining exceptional customer experience.
• Monitor daily, weekly, monthly, and seasonal performance trends and adjust staffing, priorities, and coaching strategies accordingly.
• Promote an entrepreneurial sales culture focused on exceeding goals rather than simply meeting minimum expectations.

Operational Excellence

• Ensure all leads are engaged promptly through phone, SMS, email, web chat, and other communication channels in accordance with established service level expectations.
• Maintain operational consistency through adherence to company policies, leasing procedures, Fair Housing requirements, and quality standards.
• Oversee CRM accuracy, lead dispositioning, documentation standards, and data integrity.
• Continuously evaluate workflows and recommend process improvements that increase efficiency, quality, and conversion.
• Partner with leadership on implementation of new technologies, automation, reporting enhancements, and operational initiatives.

Quality Assurance

• Maintain and enhance a QA program including call evaluations, process reviews, CRM documentation audits, follow-up reviews, and customer communication evaluations.
• Deliver timely coaching and actionable feedback based on quality findings.
• Identify recurring trends and implement corrective action plans that improve both customer experience and business outcomes.

Cross-Functional Partnership

• Collaborate closely with Marketing to improve lead quality, campaign effectiveness, messaging, and prospect conversion.
• Partner with Maintenance and Operations teams to minimize barriers that impact scheduling and completed tours.
• Work collaboratively with Regional Leasing Managers to ensure a seamless transition from completed tours into the application and leasing process.
• Coordinate with Onboarding, Training, IT, Product, and other departments to improve systems, workflows, and customer experience.
• Serve as the voice of the customer by identifying recurring customer pain points and recommending organizational improvements.

  Reporting & Communication

• Maintain accurate daily, weekly, monthly, and quarterly operational reporting.
• Present KPI results, performance trends, risks, and improvement strategies to senior leadership.
• Communicate operational priorities, organizational updates, and performance expectations consistently across the Leasing team.
• Provide recommendations supported by data to improve operational performance and customer outcomes.

Customer Experience

• Handle complex customer escalations with professionalism and urgency.
• Ensure every customer interaction reflects Second Avenue's commitment to service excellence.
• Reinforce the philosophy that each interaction contributes to the customer's leasing decision, overall perception of the company, and long-term resident satisfaction.
• Champion initiatives that improve the overall prospect journey from first inquiry through completed property tour.

Other Responsibilities

• Stay informed of industry trends, leasing best practices, Fair Housing regulations, and contact center innovations.
• Perform additional duties and special projects as assigned.

Qualifications and Experience

Required Qualifications

• Demonstrated success leading and developing high-performing sales, leasing, or customer engagement teams within a contact center environment.
• Strong leadership, coaching, mentoring, and employee development with the ability to motivate teams and drive performance results.
• Proven ability to analyze performance data, identify trends and implement action plans to improve operational and sales outcomes.
• Strong communication, collaboration, and relationship building skills with the ability to partner effectively across multiple departments.
• Strong organizational skills with attention to detail and the ability to prioritize initiatives and meet deadlines.
• Ability to manage competing priorities, adapt in a fast-paced environment, and lead through change.
• Working knowledge of CRM systems and Microsoft Office applications, including Excel, Word, and PowerPoint.
• Understanding of Fair Housing regulations and applicable state and federal laws impacting the Property Management industry.

Preferred Qualifications

• 5+ years of Property Management and Leasing experience.
• 5+ years of successful management and leadership of customer service teams.
• Bachelor’s degree in related field preferred; equivalent professional experience may be considered in lieu of degree.

Working Conditions and Physical Requirements

• Standing, walking, and/or sitting for extended periods of time.
• Frequent climbing, standing, use of fingers, handling, feeling, talking, and hearing.
• Moderate stooping and lifting.
• Ability to lift and/or move up to 25 pounds.

Direct Reports

• Leasing Associates

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.

PI6350328542c2-37456-41050432