Home Office - Supervisor

StorageMart | MMS•Columbia, MO

2d•$26•Onsite

About The Position

Self-storage is one of the fastest growing sectors of the retail sales industry. StorageMart is the largest independent providers of self-storage for business and domestic customers in Canada, the United States and the U.K. The Contact Center Supervisor is responsible for overseeing daily operations, managing inbound and outbound call activities, and ensuring optimal staffing to drive strong performance. This role cultivates an environment where sales naturally thrive through effective leadership, operational excellence, and strategic direction. The Supervisor fosters a positive and motivating work culture by reinforcing expectations, upholding sales initiatives, and ensuring an exceptional caller experience. Additionally, this role plays a pivotal part in onboarding, training, quality assurance, and performance monitoring, while holding representatives accountable for delivering excellence.

Requirements

High school diploma or GED required; associate degree preferred.
Minimum two years of related experience and/or training, or an equivalent combination of education and experience.
Previous experience supervising or leading a team.
Strong leadership, coaching, and communication skills.
Ability to enforce policies while supporting team goals.
Demonstrated ability to manage daily operations effectively.
Effective oral and written communication skills.
Ability to apply company policies, procedures and operating guidelines; write routine reports and correspondence; and communicate effectively before groups of customers or employees.
High level of professionalism.
Competency with Microsoft Office and ability to quickly learn new applications and systems.

Nice To Haves

Associate degree preferred.

Responsibilities

Provide supervision, guidance, and performance oversight for assigned team of Phone Representatives (typically 8–12).
Assume responsibility for the entire floor (up to 40–50 representatives) when serving as the only supervisor on duty, ensuring operational goals and service standards are met.
Call Flow Management – Ensure a high call answer rate and distribute outbound calls efficiently.
Agent Productivity & Timecard Management – Ensure adherence to productivity expectations while assisting with timecard updates and issue resolution.
Motivation & Coaching – Inspire and guide representatives to achieve performance goals while continuously monitoring progress.
Employee Counseling & Discipline – Conduct performance reviews, provide ongoing coaching, and administer corrective actions, as necessary.
Agent Support & Retention – Serve as the primary point of contact for representatives, assisting with call-related issues, fostering a collaborative environment, and ensuring engagement and retention.
Training, Development, & Onboarding – Provide on-the-spot training and ensure representatives develop strong product knowledge, sales techniques, and soft skills.
Hiring Support – Assist in the hiring process by interviewing, evaluating, and selecting candidates.
Staffing & Role Optimization – Provide input on staffing needs and assess role suitability for optimal performance.
Quality Assurance & Monitoring – Review calls, provide constructive feedback, and identify areas for improvement to enhance service quality.
Customer Service Excellence – Maintain high service standards by ensuring representatives are informed of policies, updates, and best practices.
Issue Identification & Resolution – Detect and address operational inefficiencies related to staffing, processes, or performance.
Escalation Handling – Support representatives with complex customer inquiries, ensuring effective and timely resolutions.
Collaboration & Communication – Foster a positive working environment across SRC teams and departments while maintaining strong communication with leadership.
Additional tasks or projects as assigned to support the growth and effectiveness of the SRC and StorageMart.