Call Center Operations Manager

The Call Center Manager, Operations will lead the launch and day-to-day management of a newly established call center for a growing self-storage platform. This is a hands-on leadership role responsible for building processes, hiring and developing a small team, and ensuring a high-quality customer experience across inbound reservations, payments, and basic service inquiries.

This role is ideal for a manager-level call center leader who has built or scaled teams before and enjoys creating structure, processes, and accountability from the ground up.

• Stand up a new call center operation from scratch, including workflows, staffing models, and daily operating rhythms
• Hire, onboard, and manage an initial team of 4–5 call center representatives
  , with plans to scale to 5–8
• Implement and manage the call center platform (
  Call Potential
  ), ensuring proper configuration and usage
• Develop call scripts, prompts, FAQs, and standard operating procedures (SOPs)
• Establish call monitoring, quality assurance, and coaching processes
• Set and track KPIs and success metrics for individual agents and the team
• Oversee inbound call handling for:
• Reservations
• Payments
• Basic customer service inquiries
• Ensure effective routing of non-core calls to appropriate property teams
• Insurance and lock upselling during rentals
• Move-in incentives and promotions
• Reservation conversion, understanding many customers prefer to view units in person

• Manage call volumes of a few hundred calls per day during business hours
• Prepare for and manage seasonal volume increases (April–August peak season)
• Use data and call analytics to identify performance gaps and optimization opportunities
• Lay the groundwork for a future outbound collections function

• 5+ years of experience in call center operations or contact center management
• Proven experience building or scaling call center teams
  , ideally in a consumer services environment
• Strong process orientation with the ability to create structure, documentation, and accountability
• Comfortable managing small, growing teams and being hands-on in daily operations
• Experience with call center software platforms (Call Potential experience is a plus)
• Strong communication, coaching, and performance management skills
• Experience with inbound sales or reservation-based environments preferred

• A fully operational call center with clear processes, scripts, and KPIs
• High reservation accuracy, efficient call handling, and strong customer satisfaction
• Well-trained, accountable agents who understand both service and sales expectations
• Smooth scalability during peak season and readiness for future outbound initiatives