Community Experience Lead, Contact Center

Contact Center Supervisor – Community Management

About the Role

On behalf of our client, we are seeking a skilled and experienced Contact Center Supervisor with a strong background in community management . The successful candidate will oversee a team responsible for handling resident or community-related inquiries, ensuring high levels of service quality, responsiveness, and community engagement.

This is a fantastic opportunity to join a dynamic environment where communication, leadership, and a passion for community-focused service are key.

Key Responsibilities

• Supervise day-to-day operations of the contact center team managing community and resident inquiries.
• Ensure timely and professional handling of service requests, complaints, and general communication.
• Act as the point of escalation for unresolved or complex issues.
• Track and evaluate team performance, provide coaching, and support continuous improvement initiatives.
• Coordinate with the client’s internal departments (e.g., facilities, property management, communications) to ensure effective service delivery.
• Maintain a strong understanding of the client’s community policies, services, and expectations.
• Prepare and present regular reports on contact center activity and community feedback.
• Support training and onboarding of new team members with a focus on community engagement.

Candidate Profile

• Experience in community management is essential (e.g., residential, real estate, facilities, or related sectors).
• Minimum 2–4 years in a supervisory role within a contact center or customer service environment.
• Strong leadership and problem-solving skills.
• Excellent verbal and written communication abilities.
• Familiarity with CRM and contact center tools.
• Ability to handle high-pressure situations and manage multiple tasks efficiently.