Customer Experience Supervisor

About 10 Federal Storage: 10 Federal is a fully integrated real estate firm and the nation's leading high-tech self-storage operator. With a portfolio of 130+ properties across 17 states and millions of rentable square feet, we specialize in fully automated facilities that redefine the storage experience. Driven by innovation, we leverage advanced technology, automation, and data-centric decision-making to streamline operations, enhance customer convenience, and maximize investor returns. Key Responsibilities: Call Center Oversight & Performance Monitoring (Primary Responsibility) Oversee daily call center operations, including agent schedules, schedule adherence, staffing coverage, queue activity, and workload distribution across calls, emails, call backs, and work orders Serve as supervisor on duty on the call center floor during assigned shifts, ensuring agents always have leadership coverage Monitor all agents in real time and through reporting to ensure service-level agreements (SLAs) and key metrics are consistently met, including answer rate, abandon rate, average speed of answer, handle time, and response times Track individual and team performance against targets, identify trends and gaps, and act on them quickly Prepare regular reports for the Customer Experience Manager on call volume, customer satisfaction, and agent performance, highlighting results, risks, and recommended actions Maintain accurate records of escalations, coaching sessions, and call center activities Quality Assurance & Policy Compliance Conduct routine quality assurance reviews of agent calls, emails, notes, and work orders using a consistent scoring standard Verify agents are following company policies, procedures, scripts, and compliance requirements on every interaction Document QA results, share scorecards with agents, and track improvement over time Flag recurring policy or compliance concerns to the Customer Experience Manager Training & Coaching Lead onboarding and training for new call center hires, including systems, scripts, policies, and customer handling procedures Deliver ongoing refresher training as policies, systems, and procedures change Provide regular one-on-one and real-time coaching based on QA findings, performance metrics, and live call observation Build and maintain training materials, job aids, and reference guides in partnership with the Customer Experience Manager Performance Management Conduct regular performance evaluations for call center agents, using QA results, metrics, and observed behaviors Identify and address performance and conduct issues promptly, and administer corrective action when needed in partnership with the Customer Experience Manager and HR Recognize strong performance and help build a positive, high-performing team culture Hiring & Candidate Screening Partner with the Customer Experience Manager and HR to screen and interview call center candidates Assess candidates for skills, qualifications, and team fit, and make hiring recommendations Agent Support Serve as the primary point of contact for agent questions during shifts, providing timely, accurate answers on policies, accounts, systems, and procedures Assist agents with complex or unusual situations in real time so customers receive consistent, correct resolutions Keep the team informed of updates, changes, and priorities through shift communications and team huddles Escalations Handle escalated tenant calls, complaints, and disputes, working toward fair, policy-aligned resolutions Coordinate with field staff, account managers, and other departments to resolve escalated issues through completion Escalate high-risk, legal, or unresolved matters to the Customer Experience Manager with complete documentation Process Improvement Identify bottlenecks, recurring customer issues, and inefficiencies in call center workflows Recommend and help implement improvements to scripts, procedures, routing, and tools, including technology enhancements and automation initiatives Partner with the Customer Experience Manager to test, roll out, and measure the impact of process changes Phone Coverage Take inbound calls and handle customer support during overflow, high-volume, and peak periods to protect service levels Model best-practice call handling, customer service, and sales behaviors for the team Qualifications High school diploma or equivalent; associate or bachelor's degree preferred 3+ years of call center or customer service experience, including at least 1 year as a call center supervisor or in a similar lead, QA, or training role Strong leadership and people management skills, including experience conducting evaluations and administering corrective action Working knowledge of call center metrics and SLAs, with the ability to read reports and turn data into action Proven ability to coach team members both in the moment and on an ongoing basis to improve performance Strong problem-solving and de-escalation skills, with sound judgment in difficult customer situations Excellent verbal and written communication skills Highly organized, with the ability to balance oversight duties with live phone coverage Proficient in call center software and customer relationship management (CRM) systems Previous sales experience preferred; self-storage or property management experience a plus Flexible schedule; weekend availability required Physical Requirements & Work Environment Ability to sit, stand, or walk for extended periods of time Regularly required to talk and hear, including extended use of a headset and computer Manual dexterity and visual acuity to operate computer systems and other office equipment Ability to move around the call center frequently to interact with agents Ability to occasionally lift and carry up to 15 pounds Open office/call center environment Benefits Several non-cost premium health insurance options available. Health Savings Account Dental, vision, life insurance and short term and long-term disability options Discounts Employee Assistance Program (EAP) Employee Recognition Program 401k with up to 3% employer match 10 paid holidays Paid Time Off Competitive salary #J-18808-Ljbffr