About Discovery Senior Living
Discovery Senior Living is a family of companies which includes: Discovery Management Group, Discovery Development Group, Discovery Design Concepts, Discovery Realty Group, Discovery Marketing Group, and Discovery At Home, a Medicare-certified home healthcare company. With almost three decades of experience, the award-winning management group has been developing, building, marketing, and operating upscale, luxury senior-living communities across the United States. With a flourishing portfolio of more than 9,500 existing home or homes under development, Discovery Senior Living has become a recognized industry leader in creating world-class, resort-style communities.

Discovery Senior Living is looking for a Contact Center Manager to join our home office team.  This is an exciting new business unit we are adding to enhance our customer experience.  

The Contact Center Manager is responsible for managing the day to day operations of the contact center including providing leadership to the Contact Center Agents.  This position is designed to monitor calls for customer engagement, analyzing data for maximum effectiveness and advancing prospective residents through the sales cycle to meet established goals.   

Responsibilities:

• Hires, trains, and coaches Inside Sales Specialist to deliver an exceptional phone and Live Chat experience for the prospective resident and moves them along the sales continuum.
• Managing the scheduling of Contact Center Agents to meet budgeted expenses and provides the proper coverage.
• Listens to inbound calls with Inside Sales Specialist to coach for excellence.
• Monitors call and Live Chat volume to create a staffing model that maximizes efficiency and effectiveness.
• Establishes and ensures proper execution of the contact center processes.
• Ensures inside sales specialist follow the sales processes to generate “next step” sales activities.
• Oversees the data integrity of prospective resident’s profiles and activity history.
• Develops goals and objectives for the inside sales specialist to achieve.
• Collects and analyzes contact center data to continuously improve the operations and sales results.
• Prepares weekly, monthly, and quarterly reports for key stakeholders.
• Other duties as assigned.

Supervisory Responsibilities:

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

Qualifications:

• Bachelor’s Degree in business, marketing or related field.
• Two (2) years’ experience leading a team in customer service, or sales in a contact center environment.
• Senior Living / Multi Family / New Home experience a plus.

Benefits

Annual Salary:  $65,000 - $70,000 + Bonus Opportunity

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.