Customer Service Supervisor (Call Center)

Overview

Prime Group Holdings, LLC, a vertically-integrated private equity real estate firm specializing in self-storage and other alternative real estate asset classes, has an exciting opportunity for a talented Call Center Director at its headquarters in Saratoga Springs, NY.

With $6.7 billion in assets under management, Prime Group is among the largest private owners and operators of self-storage properties globally, with a portfolio of 320+ self-storage assets across 28 U.S. states, three Canadian provinces, and the U.S. Virgin Islands, totaling 24+ million rentable square feet. The firm manages three flagship funds on behalf of a global investor base, including Prime Storage Fund III, the largest self-storage dedicated fund ever raised.

Headquartered in Saratoga Springs, NY, Prime Group employs 700+ professionals and maintains a regional office in Jupiter, FL and Manhattan, NY along with investment originations offices in Denver, CO; Hackensack, NJ; Yorktown, VA; and Calgary, Alberta. The firm’s 21-person senior leadership team is supported by specialized teams across sourcing and acquisitions, asset and portfolio management, compliance and legal, property management, information technology, transactions and financing, marketing, accounting, training, and other core functions.

Prime Group’s performance is rooted in a culture of respect, teamwork, ethical business practices, accountability, and persistence. The firm places significant value on the relationships it has built with customers, employees, investors, and stakeholders. PitchBook has recognized Prime Group as one of the top 10 real estate value-add fund managers in its 2023 Global Manager Performance Score League Tables.

Position Overview

We are seeking an experienced Customer Service Supervisor to lead our contact center operations during a period of rapid growth. This leader will oversee customer support operations for a geographically dispersed network of locations across the country, ensuring exceptional customer experiences, operational excellence, and continuous process improvement.

Responsibilities

• Work onsite at our downtown Saratoga Springs, NY location, collaborating with a team of 40+ contact center professionals. • Lead the day-to-day operations of the customer service contact center to consistently achieve customer satisfaction and service level goals. • Develop and execute customer service strategies that align with organizational objectives. • Use data and analytics to optimize staffing, scheduling, and operational workflows. • Design and implement customer engagement initiatives that improve the overall customer experience. • Lead and develop a geographically distributed customer service team while fostering a culture of accountability and excellence. • Coach and mentor supervisors to ensure front-line agents are equipped to provide exceptional customer support. • Monitor operational dashboards, service metrics, and case management reports to identify trends and improve performance. • Continuously improve support systems, processes, and technologies to enhance efficiency and customer satisfaction. • Partner with internal stakeholders to improve service delivery across multiple locations. • Champion a customer-first culture throughout the organization.

Qualifications

• Bachelor's degree in Business, Finance, or a related field preferred. Associates degree required• 10+ years of contact center or customer service leadership experience, including at least 4 years managing multi-site operations. • Strong analytical and problem-solving skills with experience using operational metrics to drive performance. • Deep understanding of contact center best practices, workforce management, and customer experience. • Experience with cloud-based Contact Center platforms. • Excellent organizational, leadership, and communication skills. • Ability to manage multiple priorities in a fast-paced, high-growth environment. • Passion for delivering exceptional customer experiences.

Benefits

• Competitive rate of pay and a generous benefits program
• Salary commensurate with experience
• Medical, Dental, life, vision, short-term disability, and long-term disability insurance program
• Paid vacation time; paid sick time; paid holidays

Equal Opportunity Employer Statement

Prime Group Holdings is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.#LI-Onsite