FirstKey Homes · 1 day ago
Sr Manager, Contact Center
Atlanta, Georgia, United States
Full-time
Onsite
Senior LevelFirstKey Homes is a company focused on operational excellence in the Contact Center domain. The Sr. Manager, Contact Center is responsible for driving technology adoption and best practices across contact channels, ensuring efficient resolution of customer interactions through strategic leadership and continuous improvement initiatives.
Property ManagementReal EstateRentalRental Property
Responsibilities
Enable enhanced training, feedback, and compliance monitoring through Call Transcription & Analytics Platform implementation (Qualtrics)
Act as Operations Product Owner for Qualtrics Call Analytics – partner with Property Operations, FKH IT, Qualtrics, and consultants on platform enhancements, trainings, and reporting
Champion adoption of Qualtrics Call Analytics across FKH contact centers and voice channels
Partner closely with the Manager of Resident Services & Payments to ensure timely, accurate, and effective resolution of customer inquiries
Monitor performance metrics and service levels, using data to implement improvements and maintain operational efficiency
Implement and promote adoption of self-service solutions and AI tools to reduce contact volume and enhance operational efficiency
Introduce and optimize digital contact channels such as chat, SMS, and other platforms to improve the resident experience
Coordinate and participate in on-site visits, training, and coaching programs across contact center locations (including international travel)
Partner with Property Management, Collections, and Knowledge Management teams to ensure Contact Center operations align with current policies, procedures, and compliance requirements
Collaborate with other teams to leverage resident feedback for service improvements and process enhancements
Qualification
Required
Experience leading contact center operations, including BPO and multi-site teams
Proven success implementing digital channels like chat, SMS, and self-service tools
Proficiency with platforms such as NICE, Zendesk, Qualtrics or similar contact center technologies
Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Mathematics — Using mathematics to solve problems
Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the best people for the job
Time Management — Managing one's own time and the time of others
Monitoring — Assessing work performance to check for errors and omissions in work completed by yourself or subordinates and providing corrective action to make improvements to deliver a more accurate work product
Writing — Communicating effectively in writing as appropriate for the needs of the audience
Speaking — Talking to others to convey information effectively
Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction
Initiative — Job requires a willingness to take on responsibilities and challenges
Attention to Detail — Job requires being careful about detail and thorough in completing work tasks
Integrity — Job requires being honest and ethical
Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems
Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks
Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude
Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace
Preferred
Property Management, Hospitality, or similar industry experience preferred
Outsourced services management experience
Company
FirstKey Homes
FirstKey Homes is a property management firm that offers rental home properties.
Founded in 2015
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Colleen Keating
CEO
Teri Miller
Chief Financial Officer
Recent News
2025-04-01
2025-03-21
Birmingham Business Journal
2025-01-14
Company data provided by crunchbase