Assistant Contact Center Manager

Job Summary

The Assistant Contact Center Manager supports daily operations of the reservations team by leading a subset of agents and ensuring strong execution of inbound and outbound call performance. They will drive service level, conversion, and revenue results through real-time management, coaching, and adherence to operational standards. This role plays a key part in delivering a high-quality customer experience while supporting occupancy and revenue goals.

Job Duties

• Leads, hires, trains, schedules, and develops Reservation Specialists, ensuring adherence to company policies and performance expectations. (Essential)
• Manages inbound call performance to achieve service level, conversion, site nights, and revenue targets on a daily basis. (Essential)
• Coaches and develops agents through regular call reviews, performance feedback, and targeted sales and service training. (Essential)
• Executes centralized staffing plans, ensuring proper coverage, attendance, and schedule adherence across the assigned team. (Essential)
• Identifies performance trends and implements actions to improve conversion, productivity, and customer experience. (Essential)
• Coordinates team member selection and development and ensures team members comply with appropriate policies and procedures.
• Supports execution of Contact Center daily operations and strategic direction.
• Supervises and develops a designated group of Reservation Specialists, ensuring adherence to policies, performance standards, and schedule expectations.
• Monitors real-time call center activity (queue volume, wait times, agent availability) and takes action to maintain service levels.
• Ensures a consistent, high-quality customer experience through accurate reservation handling, payment processing, and strong product knowledge.
• Supports agents with real-time floor support, escalation handling, and performance guidance.
• Reinforces call handling standards, scripts, and sales techniques to improve conversion and customer experience.
• Supports execution of marketing campaigns and promotions by ensuring agent readiness and alignment.
• Provides reporting and performance updates as requested.
• Other duties as assigned.

Requirements

• Bachelor's Degree in Business, Sales, Marketing, or related field. (Required)
• 2 years in leadership or senior agent experience in a contact center, sales, or reservations environment. (Required)
• Demonstrated leadership abilities
• Strong organizational and analytical skills
• Excellent problem-solving skills
• Advanced computer proficiency in Microsoft Excel, including the ability to use email and internet
• Ability to travel by car or plane with overnight stays as required
• Ability to coach and support performance in a high-volume, metrics-driven environment.
• Strong communication skills
• Must have a valid driver's license
• Understanding of contact center operations, including service levels and real-time management.

BENEFITS

At Sun Communities, you will be part of an industry-leading organization where you will be challenged, inspired, rewarded and transformed. We place a high priority on our team members, and this is a big part of what sets us apart. We will ask you to give us your very best every day, and will challenge you with interesting work, stretch assignments, a collaborative and supportive work environment and plenty of learning and growth. In exchange, we will reward you with great pay, advancement opportunities, paid time off, great benefits, and flexibility.

• Comprehensive Medical and Prescription coverage with 4 plan options so you can choose the plan that best meets the needs of you and your family
• Comprehensive Dental and Vision Plans
• On-Site Fitness Center
• Voluntary Health and Dependent Care Reimbursement Accounts
• Life, Accidental Death & Dismemberment Insurance and Dependent Life
• Short and Long-Term Disability Coverage
• 401(k) Plan with Sun matching contribution
• Employee Assistance Program
• Identity Theft Insurance
• Legal Assistance Plan
• Pet Insurance
• Tuition Reimbursement program providing financial support to team members who further their formal education
• Vacation RV Site Discounts for team members when visiting SunRV Resorts across the nation
• Team Member Perks & Discounts program with hundreds of discounts on things like travel, merchandise, mobile phone service, and more
• Up to six weeks of paid parental leave for the birth of a child, adoption, or placement of a child
• Paid Time Off including ten holidays, vacation, personal, sick time, bereavement and pay for jury duty

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