Customer Care Manager – Call Center Operations

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🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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PMP Management

WebsiteLinkedInAll Job Openings

201 - 500 employees

Property Management Professionals, LLC. (“PMP”) began as a vision for a fresh approach to community association property management, focused on extraordinary customer care and a proactive, value-added approach that has come to define our company. After working with the property management industry for nearly a decade, our firm’s founders knew that there was an opportunity to revolutionize the business, combining Fortune 500 corporation experience and work ethics with a boutique firm mentality, offering a very different experience to association clients. Made up of industry leaders from some of the nation’s top builders, developers, accounting firms and mortgage escrow companies, we have the most diverse and seasoned team of professionals in the industry. Our team’s diverse professional background combined with decades of experience in the real estate industry, makes our people our greatest asset and one of our most valued competitive advantages.

📋 Description

• Lead daily operations across phone queues, live chat, and action-item workflows • Monitor queue performance, workload, attendance, and adherence • Ensure downtime is used productively to complete action items • Support recovery plans during call spikes and operational disruptions • Lead and develop the Care Team and frontline team members • Conduct regular 1:1s and provide performance feedback • Partner with the Care Team Lead to maintain effective QA and training practices • Oversee Access operations and support reputation management • Use performance data to identify trends and improvement opportunities

🎯 Requirements

• 5+ years of customer support, customer care, or contact center operations experience • Proven experience leading queue-based operations • Experience managing distributed or remote teams • Strong coaching, accountability, and documentation skills • Ability to partner appropriately with HR on sensitive people matters • Experience managing multi-channel support • Strong analytical skills • Excellent written and verbal English communication skills • Ability to work effectively in a fast-paced environment • Authorized to work in the United States

🏖️ Benefits

• People-centric culture • Opportunities for career growth and development • Performance feedback and recognition programs