Call Center Manager

| Austin | Hybrid
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About Opcity:

Opcity helps real estate brokers, lenders and settlement service providers serve online customers. The number of home buyers/sellers who start their process online is growing much faster than the industry as a whole. Opcity makes the real estate experience better by instantly and seamlessly matching consumers to the best agent for them, and facilitates the buying and selling process by connecting and coordinating the vital services within the home buying/selling ecosystem. Through its proprietary matching algorithm and SMS/Mobile live-transfer distribution platform, Opcity is able to instantly connect the best agent with the highest probability of conversion to the right consumer at the right time. Opcity’s matching model is based on eighteen (18) years of agent historical performance, predictive analytics, and a learning model of iterative improvement. Opcity’s network of providers, technology platform, and toolkit allow Opcity to be the primary concierge for the consumer during the home buying/selling experience.

Description:

The Client Success Manager (CSM) position is responsible for developing, leading, counseling, motivating, and managing a team of Client Success Representatives (CSRs) to achieve goals and quota by delivering superior service and resolution to Opcity’s clients. The CSM is responsible for providing the necessary tools, information, and coaching for CSRs to be successful. This includes creating a safe and fun to culture to promote employee morale and engagement.

Duties & Responsibilities:

  • Drive CSR dials and activities while maintaining a high standard for Quality and adherence to the Rules of Engagement. 
  • CSRMs should be a steward of the scripts, Sales, and Quality processes and should coach and manage Reps in accordance in order to develop them, drive productivity, and ensure the requirements are understood
  • Collaborate with Quality to understand emergent trends and implement best practices
  • Hold 1-on-1 meetings and call breakdowns with each Rep on his/her team
  • Coach CSR reps on Quality, tone, script adherence, and customer service abilities through, call monitoring, call breakdowns and performance management with ongoing training
  • Proactively identify opportunities for corrective action and counsel, discipline, and/or administer warnings to Reps when adherence to policy and Quality are not met 
  • Manage Reps’ attendance, time-off requests, overtime accrual, and schedules by communicating guidelines and upholding expectations on company policies
  • Collaborate with Training to facilitate a successful transition from Training to the floor
  • Lead team meetings to discuss daily operations and performance to create a strong sense of motivation and encouragement 
  • Monitor Rep Focus Fire interaction and provide coaching for compliance with best practices, policies, and Rules of Engagement
  • Participate in interviewing prospective CSR candidates and assessing the necessary skills and traits that best align with the position and the Opcity culture
  • Collaborate with other CSMs to creatively foster a fun and positive work environment 
  • Provide reports and/or assessments of Rep performance, attendance, development, achievements, as requested
  • Administrative duties as assigned

Key Competencies

  • Bachelor’s degree and/or two (2) years related work experience managing a call center or sales team preferred.
  • Must be proficient on the script, Sales process, Quality guidelines, and Rules of Engagement. Must be able to demonstrate the ability to follow/utilize them and be able to explain them to others.
  • Communication Proficiency
  • Time Management
  • Effective Listener
  • Deductive Reasoning
  • Problem Sensitivity
  • Multitasking
  • Organization 

The position requires prolonged standing or sitting and repetitive hand and wrist motion. Operates phones, computers, fax machines, copiers, and other office equipment.

Diversity is important to us, therefore, Opcity is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Opcity will provide reasonable accommodations for otherwise qualified disabled individuals.

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Technology we use

  • Engineering
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • FlaskFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • GITDatabases
    • AWSDatabases
    • Google HangoutsCollaboration
    • SlackCollaboration
    • ZoomCollaboration

Location

Cool downtown office nestled in the bars and restaurants of East 6th Street

An Insider's view of Realtor.com

How does your team reward individual success?

We reward success through recognition and appreciation. We often celebrate wins loudly and with fun events. It's one of the best parts of our culture!

Fluker

Consumer Experience Manager

What projects are you most excited about?

I'm most excited about how we're scaling our outreach to consumers which allows us to help more people every day. Not only that, but I love the pace we have in testing new consumer experiences!

Diane

Senior Product Manager

How has your career grown since starting at the company?

I’ve been with Realtor.com for exactly one year and I’ve grown a great deal. I’ve expanded my literacy from AWS to Python to React Native and been mentored all along the way.

Yufeng

Senior Software Engineer

How do your team's ideas influence the company's direction?

With 100 million unique users to Realtor.com a month, we play a leading role in the world's largest real estate network, sitting uniquely in this position of big data, while still being a mid-sized company that is able to democratize the information throughout the business. It’s an incredible position to be in.

Anne

Vice President, Product Management

What unique initiatives do you have that encourage innovation?

Our consumer success model is best in class, yet we continuously strive to build even better services and products for for the Realtor.com consumer.

James

Senior Training Manager

What are Realtor.com Perks + Benefits

Realtor.com Benefits Overview

At Realtor.com we fully embrace the value of having an inclusive culture where people can be their whole selves and do their best work. Having healthy and happy employees is extremely important, which is why we offer all of our employees more than just great basic health coverage. We strive for a culture where everyone feels fully "at home."

Culture
Volunteer in local community
We love our neighbors and think it important to give back to those in need. Our employees come together to volunteer and donate to local and national causes near and dear to their hearts.
Partners with nonprofits
From our volunteer work with Habitat for Humanity to our employee charitable gift matching per employee, our commitment to our communities is unwavering.
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
In-person all-hands meetings
Flexible work schedule
Austin Tech Center employees have flexible start and end times.
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Mandatory company-wide training on Inclusive leadership and inclusive culture.
Diversity manifesto
Diversity employee resource groups
Our Employee Resource Groups invite our employees as they bring their whole, authentic selves to work and engage with one another in taking action to build a more diverse and inclusive work space.
Hiring practices that promote diversity
Unbiased candidate sourcing, diverse candidate pools and removal of referral source data in support of unbiased candidate selection is our approach.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can contribute up to $2750 annually to their FSA.
Disability insurance
Realtor.com offers both short term and long term disability programs upon your date of hire at no cost to you.
Dental insurance
Realtor.com® offers two dental plans through Aetna. The Aetna Dental PPO allows flexibility to see in and out-of-network providers, while the Aetna Dental DMO is a low-cost, in-network only plan.
Vision insurance
Vision coverage is available through the Aetna Vision Preferred plan. It offers coverage for a variety of services both in and out-of-network.
Health insurance
For the 2021 plan year, there is a choice of four medical plans offered through Aetna and Kaiser.
Life insurance
Realtor.com® provides life insurance coverage for both Basic Life and Accidental Death and Dismemberment for all eligible employees.
Pet insurance
Coverage is available for accidents, illnesses and preventive care.
Wellness programs
Employees can access unlimited, on-demand, and personalized streaming videos on the topics of exercise, mindfulness, nutrition, sleep, and financial well-being.
Mental health benefits
News Corp and realtor.com provide a variety of choices for serving and supporting your emotional wellbeing needs.
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
401(K)
At realtor.com®, there are two retirement saving accounts available; the Traditional 401(k) and the Roth 401(k). You may choose to contribute to either plan to participate in the employer matching.
401(K) matching
The News Corp 401(k) Savings Plan provides a matching program of 100% of the first 1% and 50% of the next 5% to help you make the most of your money.
Performance bonus
Charitable contribution matching
Realtor.com offers charitable gift matching of up to $500 per employee annually.
Child Care & Parental Leave Benefits
Childcare benefits
A dependent care FSA reimburses you for eligible child and adult care expenses such as day care, before/after school care, nursery school, preschool, and summer day camp.
Generous parental leave
Paid Parental Leave to include bonding, adoption, & surrogacy (20 weeks for primary caregivers and 4 weeks for secondary caregivers)
Family medical leave
There may come a time when you need to begin a leave of absence to cover needs such as disability, caregiver leave, Family Member Leave Act (FMLA). MetLife will be your main point of contact.
Adoption Assistance
Company sponsored family events
Annual events including friends and family members are a company highlight.
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Realtor.com reimburses up to $5,000 annually, for graded courses/degree programs from accredited institutes. We also offer 50% reimbursement up to $2500 per year for job skill programs/certifications.
Lunch and learns
Promote from within
Mentorship program
Our HomeGrown Mentoring Program is available for all full time employees.
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training

Additional Perks + Benefits

When we show up to work each day, regardless of title or tenure, we all want to be heard, be valued, and know that our contributions matter.

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