About this role
<p></p> <p> </p><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H3 style="font-size:1.0em;margin:0.0px"><b>Job Summary</b></H3> </div><div>The Assistant Contact Center Manager supports daily operations of the reservations team by leading a subset of agents and ensuring strong execution of inbound and outbound call performance. They will drive service level, conversion, and revenue results through real-time management, coaching, and adherence to operational standards. This role plays a key part in delivering a high-quality customer experience while supporting occupancy and revenue goals.</div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H3 style="font-size:1.0em;margin:0.0px"><b>Job Duties</b></H3> </div><div><ul> <li>Leads, hires, trains, schedules, and develops Reservation Specialists, ensuring adherence to company policies and performance expectations. (Essential)</li> <li>Manages inbound call performance to achieve service level, conversion, site nights, and revenue targets on a daily basis. (Essential)</li> <li>Coaches and develops agents through regular call reviews, performance feedback, and targeted sales and service training. (Essential)</li> <li>Executes centralized staffing plans, ensuring proper coverage, attendance, and schedule adherence across the assigned team. (Essential)</li> <li>Identifies performance trends and implements actions to improve conversion, productivity, and customer experience. (Essential)</li> <li>Coordinates team member selection and development and ensures team members comply with appropriate policies and procedures.</li> <li>Supports execution of Contact Center daily operations and strategic direction.</li> <li>Supervises and develops a designated group of Reservation Specialists, ensuring adherence to policies, performance standards, and schedule expectations.</li> <li>Monitors real-time call center activity (queue volume, wait times, agent availability) and takes action to maintain service levels.</li> <li>Ensures a consistent, high-quality customer experience through accurate reservation handling, payment processing, and strong product knowledge.</li> <li>Supports agents with real-time floor support, escalation handling, and performance guidance.</li> <li>Reinforces call handling standards, scripts, and sales techniques to improve conversion and customer experience.</li> <li>Supports execution of marketing campaigns and promotions by ensuring agent readiness and alignment.</li> <li>Provides reporting and performance updates as requested.</li> <li>Other duties as assigned.</li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H3 style="font-size:1.0em;margin:0.0px"><b>Requirements</b></H3> </div><div><ul> <li>Bachelor's Degree in Business, Sales, Marketing, or related field. (Required)</li> <li>2 years in leadership or senior agent experience in a contact center, sales, or reservations environment. (Required)</li> <li>Demonstrated leadership abilities</li> <li>Strong organizational and analytical skills</li> <li>Excellent problem-solving skills</li> <li>Advanced computer proficiency in Microsoft Excel, including the ability to use email and internet</li> <li>Ability to travel by car or plane with overnight stays as required</li> <li>Ability to coach and support performance in a high-volume, metrics-driven environment.</li> <li>Strong communication skills</li> <li>Must have a valid driver's license</li> <li>Understanding of contact center operations, including service levels and real-time management.</li> </ul> </div></div></div><p><strong>BENEFITS</strong></p> <p>At Sun Communities, you will be part of an industry-leading organization where you will be challenged, inspired, rewarded and transformed. We place a high priority on our team members, and this is a big part of what sets us apart. We will ask you to give us your very best every day, and will challenge you with interesting work, stretch assignments, a collaborative and supportive work environment and plenty of learning and growth. In exchange, we will reward you with great pay, advancement opportunities, paid time off, great benefits, and flexibility.</p> <ul> <li>Comprehensive Medical and Prescription coverage with 4 plan options so you can choose the plan that best meets the needs of you and your family</li> <li>Comprehensive Dental and Vision Plans</li> <li>On-Site Fitness Center</li> <li>Voluntary Health and Dependent Care Reimbursement Accounts</li> <li>Life, Accidental Death & Dismemberment Insurance and Dependent Life</li> <li>Short and Long-Term Disability Coverage</li> <li>401(k) Plan with Sun matching contribution</li> <li>Employee Assistance Program</li> <li>Identity Theft Insurance</li> <li>Legal Assistance Plan</li> <li>Pet Insurance</li> <li>Tuition Reimbursement program providing financial support to team members who further their formal education</li> <li>Vacation RV Site Discounts for team members when visiting SunRV Resorts across the nation</li> <li>Team Member Perks & Discounts program with hundreds of discounts on things like travel, merchandise, mobile phone service, and more</li> <li>Up to six weeks of paid parental leave for the birth of a child, adoption, or placement of a child</li> <li>Paid Time Off including ten holidays, vacation, personal, sick time, bereavement and pay for jury duty</li> </ul> <div class="seo-content"> <p> </p> <p>Apply for a <strong>Corporate Headquarters (HQ) </strong>position, located in the <strong>Metro Detroit, Michigan </strong>market today.</p> <p>Join our <a href="https://careers.suncommunities.com/talentcommunity/subscribe/">Talent Community</a> and explore <strong>Corporate Headquarters jobs</strong> at Sun Communities.</p> </div>