Call Center Supervisor

Storage Asset Management is a property management and consulting company that specializes in self-storage. With over 70 years of executive industry experience, SAM employs an incredible team of employees on every level. Voted Best Places to work in PA 2021, 2022, 2023, 2024, and 2025!

Storage Asset Management is proud to have over 900 employees at the store, regional and corporate office level.

Summary: The Call Center Supervisor is responsible to manage, train and track performance of Call Center Agents.

Benefits of Joining SAM:

• A dynamic company with an award-winning culture

• A clear path for advancement within our thriving company

• Competitive pay with bonus potential

• Paid holidays 

• Paid time Off

• Paid maternity and paternity leave

• Comprehensive healthcare and 401(k) plan

• Short-Term & Long-Term Disability insurance

• Flexible Scheduling

• Tuition re-imbursement

• Dental Insurance

• Health Insurance

• Vision Insurance

Essential functions of the role that can be performed with or without reasonable accommodation.

•       Manages and oversees a team of call center agents

•      Motivates and supports agents through feedback and communication

•      Monitors and drives individual and team performance against Key Performance Indicators (KPIs)

•      Prepares reports for management on performance against set KPIs

•       Provides ongoing coaching and development

•       Assists with customer inquiries during periods of overly high demand

•       Improves quality of results by recommending changes

•       Provides product/service information by answering questions and offering assistance

•       Keeps track of employee attendance and ensures adherence to department/company policies and procedures

•       Assists in hiring and onboarding new employees

•       Prepares monthly and annual performance reports

•       Creates targets and goals for agent improvement

•      Monitors and scores interactions for Quality Assurance purposes

•       Handles customer escalations and assist Agents whenever necessary

•       Instills a positive mindset and customer-focused attitude

•       Identifies and addresses any personnel issues through coaching and progressive discipline

            •        Walking                                 

            •       Standing                     

            •       Sitting                                     

            •       Talking in person             

            •       Talking on phone                 

            •       Hearing on phone                

            •       Vision for close work 

            •       Driving                                  

            •       Color/depth perception 

            •       Bending/Stooping                                                  

            •       Repetitive motion                                                                

            •       Keyboarding                                                          

            •       Using hands to feel/hold                                     

            •       Lifting up to 25 lbs.                                               

            •       Reaching                                                                   

            •       Climbing                                                                 

            •       Crouching/stooping

Education and/or Experience Requirements: 

•       1-3 years of supervisory experience required

•       1-3 years of sales and/or customer service experience required

•       Prior experience working in a call center or Self Storage environment required

•       Strong interpersonal, coaching and communication skills

•       Detail oriented, ability to multi-task and work within an ever-changing environment with tight turnaround times

•       Strong problem solving and analytical skills, including the ability to see trends and patterns in data as well as ability to develop solutions and recommend a course of action

•       Organized and numbers-driven

•      Customer and employee focused

•       Good understanding of basic HR guidelines

•       Proficient with Microsoft Office suite

•       Minimum of 2 years of relevant experience, or advanced degree in lieu of experience

 Language Skills:  Must be fluent in speaking and writing the English language.

 Work Hours:  In a typical week, this position requires a minimum of 40 hours. Occasional overtime required.  Availability to work some nights, weekends and holidays based on business needs.

 Work Environment:  This work is performed remotely and requires a designated location free from background noise and distractions. It requires you to appear on live camera for business related meetings and customer interactions. High speed internet access (100 Mbps minimum) is required.

SAM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.