Corporate Customer Operations Supervisor

As a Corporate Customer Operations Supervisor at Taylor Morrison, America’s 5th Largest Home builder, you will directly lead and manage the Customer Care Advocates I & II within the Corporate Customer Care Team.. You will collaborate closely with division teams and leaders nationwide to ensure a seamless customer experience, while also partnering with internal stakeholders to design and implement process improvements that drive operational excellence.

Immersed in our "Love the Customer" culture, you will play a key role in evolving and championing this philosophy. The Corporate Customer Operations Supervisor will report to the National Customer Operations Senior Manager and will partner to create process enhancements and business improvements. This position will perform routine Quality Assurance evaluations and provide visibility and coaching to the team. In addition, maintain and update standard operating procedures, training materials, and processes.

This individual will be responsible for programs, processes, metrics, and tools utilized by the Customer Care team leveraging best practices and collaboration across our Taylor Morrison departments and Divisions. You must be able to remain professional, empathetic, and adhere to all company guidelines during every interaction. We trust that as a Customer Operations Supervisor Lead you will: (responsibilities) Lead and mentor the Corporate Customer Care Team, ensuring consistent, high-quality support across all customer communication channels-including inbound and outbound calls, emails, live chat, web inquiries, and social media-while fostering a culture of service excellence and responsiveness.

Develop and execute strategic plans for call center operations, aligning with organizational goals and customer experience standards. Partner with cross-functional teams to map and enhance the end-to-end customer journey, identifying pain points and opportunities for improvement. Manage all standard operating procedures and training materials for the Customer Care Operations Handbook Perform routine Call Quality Evaluations to ensure the Customer Advocates are adhering to quality assurance and compliance guidelines Provide coaching and training on customer service excellence, process, and tools utilized by the Customer Care team Facilitates training, mentoring, and development for the Customer Support Advocates Collaborating with IT to set up new systems and equipment for Customer Care team Spearhead the integration and optimization of customer care technologies, including CRM platforms, telephony systems, and reporting tools.

Manage communication channels, including mailboxes for sales inquiries and external contacts, ensuring timely assignment and follow-up. Update shift time clock ins or clock outs for Customer Support Advocates I & II and submit to payroll for pay period. Primary point of contact for approving any Paid Time Off for the Customer Support Advocates I & II Address any questions or concerns that may arise from the Customer Support Advocates I & II Collaborate with the Online Sales Leader and Customer Experience management to design and optimize support processes.

Assist in the hiring process for any new Customer Support Advocates with also includes communicating with Talent Acquisition during the vetting process, viewing potential candidate resumes, conducting interviews for potential team members, and extending an offer of employment. Setting up and facilitating team meetings or special team building events Perform quarterly GIFTs, Call Evaluations, and other necessary reviews to help individuals on the team to achieve their goals and become the CEO of their own career Assist or present as a liaison for the Customer Care Team during New Hire Events Assist or present as a liaison for Pathfinder for new employees across the country Manage telephony system for staff meetings, holidays, and special events Monitor and manage telephony system problems and issues by creating Vonage tickets and providing updates to the team, management, and TM IT department Conduct Telephony Call Metrics and Power BI reporting for the team Effectively…