Home Concierge Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise a team of approximately 15 Home Concierge Specialists.

• Provide weekly coaching for each specialist through call evaluations, performance metrics, and behavior-focused feedback.

• Review both live and recorded calls to identify individual improvement priorities.

• Maintain personalized development plans for every team member.

• Take ownership of team performance regarding sales conversions, customer outcomes, call quality, productivity, attendance, and adherence to schedules.

• Report on team performance and actions for improvement to the Home Concierge Manager.

• Establish expectations, deliver feedback, acknowledge strong performances, and guide performance enhancement plans.

• Conduct weekly team meetings.

• Address attendance inquiries, manage schedule deviations, approve shift swaps, time-off requests, and overtime.

• Act as the primary point of contact for specialist inquiries and customer escalations.

• Lead across varying shifts, time zones, employees, and contractors.

• Coach new hires during their ramp-up phase following formal training.

• Engage in interviews and provide hiring recommendations.

⛳️ Requirements

• Minimum of two years of experience in leading a frontline contact center, inside sales, or customer service team.

• Demonstrated ability to lead without an official title, such as mentoring new hires, conducting calibration sessions, covering for leadership, or managing a team-dependent process.

• Proven history of enhancing individual and team performance through call reviews and behavior-based coaching.

• Experience in setting expectations, documenting performance, leading improvement initiatives, and making challenging performance decisions.

• Comfortable utilizing sales and service metrics to pinpoint performance challenges and determine next steps.

• Familiarity with a cloud contact center platform and a CRM; experience with Five9 and HubSpot is advantageous.

• Exceptional written and verbal communication skills.

• Strong judgment capabilities.

• Ability to effectively lead a remote team.

• Real estate experience is a plus, but not mandatory.

🏝️ Benefits

• Comprehensive medical, dental, vision, and life insurance.

• 18 days of paid time off, increasing with tenure.

• 10 paid holidays each year.

• Annual budget allocated for learning and career development.

• Paid sabbaticals to celebrate significant milestones.

• Exclusive access to Clever homeownership benefits.

• Work-from-home stipend for remote workspace setup.

• 401(k) retirement plan managed through Guideline.

• 6 to 12 weeks of paid parental leave.

• Complimentary counseling sessions.

• Optional weekly meditation sessions.