Contact Center Manager 
Location: US, CA, San Francisco 
Industry: Hospitality
Company profile: Airenvy’s mission is to provide lucrative yet hassle free full service short term property management all around the world. We combine the charm of your home with the amenities of a boutique hotel.Currently the short-term rental property management companies are run inefficiently thus having to charge owners 40-50% of monthly revenues. By using our pricing algorithm cross-platform listing technology out goal is to increase your rental income by 20% or more while only charging you a 12%-15% commission for providing a turnkey experience.We like to think Airenvy is creating a new way for people to become excited again about property management and love their property managers.First use case for Airenvy clients are those who want to convert their long-term rental into short-term rental so they can 1) earn more income while having the flexibility of staying in your own place when you want.Airenvy is your friend next door! : ) Our customer video! #URL_e73543fde61f659ae4e25b87c34adb321c37207b4adc143cb6a99351c3ee1cb5#
Description: Who is Airenvy?Hey there! We are seasoned entrepreneurs in the heart of San Francisco’s SOMA neighborhood.  We are looking for someone who embodies an entrepreneurial spirit, pays strong attention to detail and wants to be a part of the next big thing. This business can feel like a circus at times, but we have an all-star team with a one of a kind culture.  Get a little taste of it here.Airenvy is the #1 technology driven property management company in a multi-billion dollar industry and is revolutionizing the vacation rental space! We are growing at record speed and expanding to new markets! Our platform allows owners to put their vacation rental on autopilot. We are a proven team of startup veterans and would love for you to join the family!    In 2014 we were named the #1 Airbnb property management company in San Francisco according to the SF Chronicle. We have 18 supportive and resourceful investors, many of whom are leaders in the technology and real estate industries.The PositionAirenvy is growing faster than we can handle, which is why we’re looking for someone to help us scale! We are seeking best-in-class Contact Center Manager who is passionate about delighting Guests and Owners. You’ll play a direct role in scaling the business, building and managing remote teams, and implementing best practices.You will be responsible for:Evaluating, motivating, coaching and developing Contact Center staff.Creating and reinforcing a service culture.Gathering and collating customer insights from the support experience to provide actionable recommendations. Continuously collects and reports data that enables fast, educated actions to eliminate customer pain.Building and leading a team that solves for customers and delivers an experience so profound that customers love using our services and actively recommend them to others.Establishing and maintaining a high level of satisfaction with all member transactions.Encouraging feedback and is available to answer questions, provide direction and/or offer assistance when needed.Exceptional organizational skills and the ability to prioritize departmental functions in order to meet due dates and deadlinesReviewing and analyzing the daily, monthly, and quarterly center call volumes and report staffing recommendations with Contact Center management.Monitoring and maintaining daily service level and productivity objectives; adjusts schedules as necessary to achieve Contact Center goals.Overseeing the development and implementation of new Contact Center policies and procedures.Preparing reports for all levels of management, as required.Ensuring a close working relationship with all members of the Contact Center Management.
Requirements: Bachelor’s degree in business, finance or related academic field is preferred or equivalent work related experience.3-5 years of lead or supervisory experience required in a support and service environment.Demonstrated success in coaching and developing staff in a sales environment.Previous call center experience required.Must be highly organized and detail oriented.Demonstrated time management skills.Demonstrated ability to promote sales and service culture.Excellent written and verbal communication skills.Knowledge of MS Office.Ability to build a strong, motivated team, and inspires others to follow.Must have experience managing a remote team.Strong analytical skills and the ability to quickly assess performance identify opportunities and implement solutions
Benefits: Competitive Pay. You'll be able to eat steak everyday if you choose to.  Health Insurance. We have vitamins and we're all relatively healthy so hopefully you don't need this.Piñata Parties. Yes we dance around with blindfolds on swing sticks.  Why?  Because its awesome!Snacks on Snacks. All the cooool start-ups are doing it.  Karate Lessons. Really its just that in air ninja kicks are encouraged at all times.
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