Operations Supervisor

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

The Operations Supervisor will oversee the day-to-day operations in a multi-channel, multi-functional contact center, driving success in SaaS applications and customer care support for the Community Management industry. This onsite role focuses on delivering operational excellence by achieving key organizational goals, including supporting growth in the client base of management companies, increasing revenue, and enhancing both customer and employee experience. The Operations Supervisor will manage a team, allocate resources effectively, and focus on attracting and retaining top talent, while ensuring exceptional service for HOA boards, homeowners, and B2B clients involved in AR/AP, collections, fulfillment, and HOA governance.

The position requires leadership competencies in brand management, client relations, and people development, all within a customer-centric culture that prioritizes achieving 5-star Google reviews, high Net Promoter Scores (NPS), customer satisfaction (CSAT), and loyalty standards.

• People Management: Lead, coach, and develop a high-performing team in a dynamic contact center environment, ensuring alignment with company goals and fostering a culture of excellence.
• Provide guidance on performance management, career development, and training to maintain high engagement and retention rates.
• Operational Oversight: Oversee daily operations, ensuring smooth functioning of multi-channel support, including phone, email, and chat.
• Maintain key performance indicators (KPIs) to meet service-level agreements (SLAs) and operational targets, including response times, resolution rates, and customer satisfaction.
• Resource Allocation: Effectively manage resources, balance workloads, staffing levels, and budget allocation to optimize performance and achieve revenue and operational targets.
• Monitor and adjust staffing to meet demand, ensuring optimal coverage and support.
• Client and Customer Experience: Drive a culture of customer-first excellence by achieving high satisfaction scores, fostering loyalty, and promoting positive customer interactions.
• Lead initiatives to improve customer journey and increase customer retention, with a focus on 5-star Google reviews, NPS, and CSAT.
• Revenue and Growth Focus: Support the growth of the company’s client base by building strong relationships with management companies, delivering superior service, and maintaining high customer loyalty.
• Work toward achieving an increase in revenue, through efficient operations, improved customer experience, and strategic initiatives.
• Escalation Management: Serve as the primary point of contact for escalated issues, ensuring swift resolution and positive customer experience, with follow-up and recovery processes designed to exceed expectations.
• Process Improvement: Identify and implement continuous improvement initiatives to enhance operational efficiency and customer support capabilities, ensuring scalability and meeting future growth targets.
• Brand and Service Alignment: Ensure that all interactions reflect the company’s brand and service standards, strengthening reputation and consistency in client relations.
• Collaboration with Cross-Functional Teams: Partner with other departments, including product, AR/AP, collections, and BPO offerings, to ensure cohesive service delivery across all functions, aligning with business objectives.
  
  

Requirements

• Leadership and People Development: Demonstrated success in leading and developing teams in a contact center environment, with a focus on performance management, engagement, and talent retention.
• Customer-Centric Focus: Strong commitment to delivering excellent customer experience, with a proven ability to achieve 5-star reviews, NPS improvements, and CSAT targets.
• Operational Expertise: Deep understanding of contact center operations, including workforce management, multi-channel support, and SLA adherence.
• Revenue and Growth-Oriented: Proven ability to drive revenue growth through customer retention, operational efficiencies, and strategic initiatives.
• Analytical Skills: Strong problem-solving and decision-making abilities, using data to drive performance improvements and operational strategies.
• Brand Management: Experience in ensuring consistent and positive representation of the company’s brand across customer touchpoints. Perform analysis to assist with recommendations on future customer purchasing trends and Customer Success operational support.
  
  

Education and Experience

• Bachelor’s degree in business administration, operations, or a related field, or equivalent experience.
• 5+ years of experience in contact center operations, with at least 2 years in a supervisory or management role.
• Experience in SaaS, property management, or community management industries is preferred.
• Strong experience in people management, resource allocation, and improving customer and employee experience.
  
  

Certifications or Licenses

• Certifications in customer service, leadership, or SaaS application support preferred.
• ITIL or COPC certification is a plus.
• Certified Community Association Manager (CCAM) and ITIL certifications are a plus.
  
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.