Team Lead - Contact Center

A Supervisor is a vital member of the Leasing Center management team and plays a critical role in the overall success of the department.  This position serves as the primary leader, coach, and mentor to a team of Leasing Professionals, ensuring they deliver high-quality service and represent Entrata’s values in every interaction.  The Supervisor reports directly to an assigned Manager of the Leasing Center. 

Responsibilities will include:

• Supervise a team of 10-15 Leasing Professionals, ensuring each team member has the tools, training, and support to succeed.
• Assist with calls during periods of high volume to maintain service levels.
• De-escalate and resolve complex or sensitive customer concerns professionally.
• Prepare for and lead regular team meetings to communicate updates, share feedback, and foster engagement.
• Report daily attendance and adherence updates to the Workforce Management team.
• Partner with recruiting to support the interview and hiring process for new Leasing Professionals.
• Participate in weekly team meetings, 1:1 check-ins with the Manager, and monthly management meetings.
• Administer and track Performance Improvement Plans (PIPs) as needed to drive performance and development.
• Document all employee interactions, coaching, and feedback
• Collaborate with U.S.-based leaders and cross-functional support departments to resolve escalations and ensure smooth operations.
• Communicate proactively with the assigned Manager regarding team performance, feedback, and operational needs.
• Model and promote Entrata’s company values and maintain a consistent standard of excellence.
• Support business needs by taking back-to-back calls for the duration of the shift as required.

Minimum Qualifications:

• Total of 8+ years of relevant experience.
• 3+ years of experience as a Supervisor.
• Proven ability to complete projects and tasks accurately and on time.
• Reliable, flexible, and available to work varied hours, including weekends and holidays, as business needs require.
• Excellent written and verbal communication skills.
• Speaks clear, natural English that is easy to understand.
• Explains information simply, confidently, and in a professional tone.
• Writes concise, accurate notes with proper spelling, grammar, and punctuation.
• Quickly reads, understands, and applies information such as property details, notes, and policies.
• Excellent interpersonal skills with the ability to build trust and work effectively with diverse teams.
• Knowledge of financial and budgetary principles.
• Self-motivated with strong decision-making and problem-solving abilities.
• Able to collaborate effectively in a team-oriented environment.

Preferred Qualifications:

• Previous leadership or supervisory experience, particularly in a contact center.
• Experience using Google Workspace or Microsoft Office Suite (Docs/Word, Sheets/Excel, Slides/PowerPoint).
• Experience in a contact center or property management support environment is a plus.