Home Concierge Supervisor

Clever Real Estate

52d•$60,000 - $90,000•Remote

About The Position

The Home Concierge Supervisor leads a team of approximately 15 specialists who speak with prospective home buyers and sellers. The team works in a high-volume, primarily outbound contact center environment, with specialists typically making 80+ dials per day. They learn what each customer needs, explain how Clever can help, and guide qualified customers to the next step of getting matched with a real estate agent. This is a frontline sales leadership role. Your primary job is to improve your team's performance. You will spend much of your time listening to calls, preparing and delivering coaching, setting clear expectations, and following through on performance. You will also keep the team running day-to-day by handling attendance, schedule changes, questions, and customer escalations. Success is measured by your team's performance and growth. You will be expected to understand the numbers, identify the behaviors behind them, and help each person improve through specific, consistent coaching.

Requirements

At least two years of experience leading a frontline contact center, inside sales, or customer service team.
Evidence of leading without the title, such as mentoring new hires, running calibration, covering for a leader, or owning a process the team relies on.
A track record of improving individual and team performance through call review and behavior-based coaching.
Experience setting expectations, documenting performance, leading improvement plans, and making difficult performance decisions.
Comfort using sales and service metrics to identify what is working, what is not, and what to do next.
Experience working in a cloud contact center platform and a CRM. Clever uses Five9 and HubSpot, but experience with similar tools transfers well.
Strong written and verbal communication, sound judgment, and the ability to lead a remote team with consistency.

Nice To Haves

Real estate experience is helpful but not required.

Responsibilities

Hold a weekly coaching session with each Home Concierge focused on their continued development and improvement.
Listen to live and recorded calls each week and use specific moments from those calls to coach better sales behaviors.
Turn call-quality feedback and performance data into one or two clear priorities for each person, then follow up to confirm that the behavior has changed.
Maintain a development plan for every team member, including strong performers who are ready for a larger challenge.
Own your team’s performance across sales conversion, customer outcomes, call quality, productivity, attendance, and schedule adherence.
Use call observations and performance data to understand why results are moving, then choose the right coaching or performance action.
Share a clear performance read with the Home Concierge Manager, including what is improving, what is off track, and what you are doing next.
Set clear expectations and give direct feedback early, before a small issue becomes a larger one.
Recognize strong performance and reinforce the behaviors that produced it.
Lead performance improvement plans when needed, with timely documentation and support from the Home Concierge Manager.
Make fair, well-supported recommendations when performance does not improve.
Run a weekly team meeting that keeps priorities clear, shares useful coaching, and recognizes progress.
Handle attendance questions, schedule exceptions, shift swaps, time-off requests, and overtime approvals for your team in accordance with department guidelines.
Serve as the first point of contact for specialist questions and customer escalations.
Lead consistently across different shifts, time zones, and a team that may include both employees and contractors.
Receive new hires after formal training and own their coaching, confidence, and performance through the rest of their ramp.
Participate in interviews and make hiring recommendations for openings on your team.