Call Center Sales Supervisor

Call Center Sales Supervisor

Cogir Senior Living, based in Scottsdale, Arizona, proudly oversees a network of senior living communities spanning 14 states nationwide. As a trusted leader in senior housing, we are dedicated to growth while maintaining our commitment to exceptional care for our residents and a supportive, growth-focused environment for our team members.

At Cogir, our culture is rooted in the core values of human focus, creativity, and excellence, which inspire us to continuously improve and achieve excellence in all we do. Join us in our mission to enrich the lives of our residents while building a meaningful and fulfilling career.

The Call Center Sales Supervisor is responsible for leading and developing a team of Call Center Sales Representatives who serve as the first point of contact for prospective residents and their families. This role is responsible for driving team performance, ensuring exceptional customer experiences, maximizing tour conversion opportunities, and maintaining operational excellence within the call center.

The Supervisor will monitor key performance metrics, coach and train team members, conduct quality assurance reviews, and implement best practices that improve inquiry response times, tour scheduling rates, lead management, and customer satisfaction. Working closely with community sales teams, regional sales leadership, and marketing, this position plays a critical role in supporting occupancy growth across the organization.

Team Leadership & Performance Management

• Lead, coach, and develop a team of Call Center Sales Representatives.
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
• Monitor individual and team performance metrics, including call volume, response times, tour conversion rates, appointment show rates, and customer satisfaction.
• Create action plans to improve performance and achieve established goals.
• Assist with recruitment, onboarding, and training of new team members.
• Foster a positive, collaborative, and high-performance culture.

Call Center Operations

• Oversee daily call center operations to ensure appropriate staffing and coverage.
• Monitor inbound call queues, lead response times, and service levels.
• Review call recordings and CRM activity to ensure quality standards are maintained.
• Ensure accurate documentation of all customer interactions and lead activity.
• Partner with community sales teams to ensure seamless handoff of prospects and consistent follow-up processes.

Sales & Lead Conversion

• Support the team in converting inquiries into scheduled tours.
• Identify opportunities to improve lead nurturing and conversion strategies.
• Analyze conversion trends and recommend process improvements.
• Assist with escalated inquiries and complex customer situations.
• Collaborate with Marketing and Sales leadership to support campaign effectiveness and lead management initiatives.

Reporting & Analytics

• Track and report key performance indicators (KPIs) on a weekly and monthly basis.
• Analyze call center trends, lead sources, conversion rates, and performance metrics.
• Provide recommendations to leadership regarding staffing, process improvements, and training needs.
• Ensure CRM data integrity and reporting accuracy.

Requirements

Candidate Qualifications

Education

• Associate's degree required; Bachelor's degree preferred.
• Equivalent combination of education and experience may be considered.

Experience, Competencies, and Skills

• 3-5 years of senior living sales, inside sales, call center, or customer service experience.
• Minimum 1-2 years of supervisory or team leadership experience preferred.
• Demonstrated success coaching teams to achieve performance goals.
• Strong understanding of lead management, CRM systems, and sales conversion processes.
• Exceptional verbal communication and customer service skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite and CRM platforms.
• Experience reviewing performance metrics and using data to drive results.

Work Setting

• Fully remote position.
• Employees must have access to a dedicated, professional home office environment with reliable high-speed internet.
• Work schedules may include evenings, weekends, and holidays based on business needs.

Success Measures

• Team tour conversion rates.
• Lead response time performance.
• Call quality and customer experience scores.
• Occupancy contribution and qualified lead generation.
• Employee engagement and retention.
• CRM compliance and data accuracy.
• Achievement of organizational sales and service goals.