Customer Experience Supervisor

10 Federal is a fully integrated real estate firm and the nation's leading high-tech self-storage operator. With a portfolio of 130+ properties across 17 states and millions of rentable square feet, we specialize in fully automated facilities that redefine the storage experience. Driven by innovation, we leverage advanced technology, automation, and data-centric decision-making to streamline operations, enhance customer convenience, and maximize investor returns.

• Oversee daily call center operations, including agent schedules, schedule adherence, staffing coverage, queue activity, and workload distribution across calls, emails, call backs, and work orders
• Serve as supervisor on duty on the call center floor during assigned shifts, ensuring agents always have leadership coverage
• Monitor all agents in real time and through reporting to ensure service-level agreements (SLAs) and key metrics are consistently met, including answer rate, abandon rate, average speed of answer, handle time, and response times
• Track individual and team performance against targets, identify trends and gaps, and act on them quickly
• Prepare regular reports for the Customer Experience Manager on call volume, customer satisfaction, and agent performance, highlighting results, risks, and recommended actions
• Maintain accurate records of escalations, coaching sessions, and call center activities

• Conduct routine quality assurance reviews of agent calls, emails, notes, and work orders using a consistent scoring standard
• Verify agents are following company policies, procedures, scripts, and compliance requirements on every interaction
• Document QA results, share scorecards with agents, and track improvement over time
• Flag recurring policy or compliance concerns to the Customer Experience Manager

• Lead onboarding and training for new call center hires, including systems, scripts, policies, and customer handling procedures
• Deliver ongoing refresher training as policies, systems, and procedures change
• Provide regular one-on-one and real-time coaching based on QA findings, performance metrics, and live call observation
• Build and maintain training materials, job aids, and reference guides in partnership with the Customer Experience Manager

• Conduct regular performance evaluations for call center agents, using QA results, metrics, and observed behaviors
• Identify and address performance and conduct issues promptly, and administer corrective action when needed in partnership with the Customer Experience Manager and HR
• Recognize strong performance and help build a positive, high-performing team culture

• Partner with the Customer Experience Manager and HR to screen and interview call center candidates
• Assess candidates for skills, qualifications, and team fit, and make hiring recommendations

• Serve as the primary point of contact for agent questions during shifts, providing timely, accurate answers on policies, accounts, systems, and procedures
• Assist agents with complex or unusual situations in real time so customers receive consistent, correct resolutions
• Keep the team informed of updates, changes, and priorities through shift communications and team huddles

• Handle escalated tenant calls, complaints, and disputes, working toward fair, policy-aligned resolutions
• Coordinate with field staff, account managers, and other departments to resolve escalated issues through completion
• Escalate high-risk, legal, or unresolved matters to the Customer Experience Manager with complete documentation

• Identify…