Contact Center Traffic and Scheduling Analyst, Sr. jobs in Cape Coral, FL

About Discovery Senior Living

Discovery Senior Living ranks prominently among the 8 largest senior housing providers in the US, and is nationally renowned for designing, developing, marketing, and operating a multi-brand portfolio of upscale, luxury senior-living communities.

With a 30-year reputation and almost 14,000 existing homes or homes under development, our company is a recognized industry leader with a penchant for excellence and innovation.

Discovery Senior Living is hiring a Contact Center Supervisor to join our home office team in Bonita Springs, FL.

The Sales Contact Center Supervisor reports to the Sales Contact Center Manager to lead the inside sales efforts in the Sales Contact Center. This position focuses on the productivity of the inside sales teams by supporting the Sales Contact Center Manager in planning, sales reporting, goal setting, sales process optimization, sales, contact center software & CRM training. The SCC Supervisor assists the SCC Manager to increase the effectiveness and performance of the SCC. The SCC Supervisor provides direction and support to the Inside Sales Specialists (ISS) and uses influential leadership in partnership with the SCC Manager to achieve established goals and objectives.

Responsibilities:

• Indirectly supervises ISS Team Members. Serves as acting manager in absence of Contact Center Manager.
• Trains and coaches Inside Sales Specialist to deliver an exceptional Voice, Live Chat, and Email experience for the prospective resident and moves them along the sales continuum.
• Listens to inbound calls with Inside Sales Specialist to coach for excellence.
• Ensures proper execution of the Sales Contact Center policies and processes.
• Oversees the data integrity of prospective resident’s account and activity history.
• Collects and analyzes Sales Contact Center data to continuously improve the operations and sales results.
• Processes escalation calls as needed.
• Processes inquiries from the Sales Team at the communities.
• Maintains Marketing repository to ensure accurate information is provided for Events, Promotions, and Advertisements
• Updates and maintains Community Profile Sheets
• Conducts Team Meetings and Call Calibrations
• Conducts SCC onboarding of new Sales Team members
• Answer inbound calls in a friendly and engaging manner to foster sustainable relationships and build trust.
• Utilize the discovery process with prospective residents to learn about the needs and wants of a prospective resident.
• Share information about our community differentiators to peak interest and motivate the prospect to take the next step in the sales cycle.
• Manage time properly to maximize AHT (Average Handling Time) while offering an exceptional experience for the prospective resident.
• Translate Live Chat messages and respond appropriately using engaging and accurate communication with the prospective residents.
• Capture and enter all conversations and sales activity accurately and completely in the Customer Relationship Management (CRM) system.
• Follow sales processes and sales talking points to customize conversations with prospects.
• Make outbound telephone calls and send outbound messages to remind prospects of scheduled tours and upcoming events at the community level.
• Process web-based sales leads into the CRM accurately and completely.
• Accept coaching and attend training modules as needed to continuously improve performance
• Meet and exceed established Sales Contact Center metrics.
• Other duties as assigned.

 Supervisory Responsibilities:

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include but are not limited to training employees; planning, assigning, and directing work; rewarding and recommending disciplining when necessary if set goals are not met.

Qualifications:

• Bachelor’s degree preferred / Associates Degree - Required
• Strong proficiency with MS Office Word, Outlook, Excel - Required
• Two years managing people, processes and programs – Required
• Familiar with Customer Relations Management systems – Required
• Two years of Senior Living / Multi Family / New Home sales experience – Preferred
• Two years sales experience in a contact center environment - Required

Benefits:

In addition to a rewarding career and competitive salary, Discovery offers a comprehensive benefit package.  

Eligible team members are offered a comprehensive benefit package including medical, dental, vision, life and disability insurances, paid time off and paid holidays.   Team members are eligible to participate in our outstanding 401(k) plan with company match our Employee Assistance Program and accident insurance policies.

Thank you for your interest in Discovery Senior Living careers.  If you have any questions about the position you are applying for, please contact the community directly. 

EOE D/V