Client Success Supervisor
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.
Who we are looking for:
Opcity is looking for a Supervisor to join our leadership team. The Supervisor role presents the ideal opportunity to develop, lead, counsel, motivate Consumer Sales Representatives( CSRs) to achieve goals and quotas by delivering superior service and resolution to Opcity's clients. This role will also allow you to work side by side with our Consumer Sales Managers. The Supervisor role supports CSMs by helping with their day to day responsibilities. They will assist CSMs by coaching and the development of CSRs, including but not limited to- call breakdown and side by side coaching. The supervisor role is a flex schedule- working some weekends will be required.
Duties & Responsibilities
- Drive CSR dials and activities while maintaining a high standard for Quality and adherence to the Rules of Engagement.
- Coach CSR reps on Quality, tone, script adherence, and customer service abilities through, call monitoring, call breakdowns and performance management with ongoing training
- CSS’s should be stewards of the scripts, Sales, and Quality processes and should coach Reps in accordance in order to develop them, drive productivity, and ensure the requirements are understood
- Lead team meetings to discuss daily operations and performance to create a strong sense of motivation and encouragement
- Hold 1-on-1 meetings and call breakdowns with Reps across the floor
- Monitor Rep Focus Fire interaction and provide coaching for compliance with best practices, policies, and Rules of Engagement
- Supervise team(s) when manager is off floor or out of office
- Collaborate with Quality to understand emergent trends and implement best practices
- Collaborate with Training to facilitate a successful transition from Training to the floor
- Collaborate with 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
What We Like To See / Measures of Success:
- Must be proficient in scripting, Sales processes, 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.
- Bachelor’s degree and/or two (2) years related work experience managing a call center or sales team preferred.
- Cover letter with application required
- 4 months or 120 days current role
- 90 days without written or final warnings for attendance, quality, or behavioral
- 90 days without MPS warnings
- Future Leaders Program Graduate
- Not in the CSR Capacity? Current manager’s approval required
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.