





Overview






Prime Group Holdings, LLC, a vertically-integrated private equity real estate firm specializing in self-storage and other alternative real estate asset classes, has an exciting opportunity for a talented Call Center Director at its headquarters in Saratoga Springs, NY. With $6.7...

Lead the day-to-day operations of the customer service contact center, develop and execute customer service strategies, use data and analytics to optimize staffing and operational workflows, design customer engagement initiatives, coach and mentor supervisors, monitor service metrics, and continuously improve support systems and processes.

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Overview


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<p style="margin: 0px;"><strong>Prime Group Holdings, LLC,</strong> a vertically-integrated private equity real estate firm specializing in self-storage and other alternative real estate asset classes, has an exciting opportunity for a talented Call Center Director at its headquarters in Saratoga Springs, NY.</p><p style="margin: 0px;"> </p><p style="margin: 0px;">With $6.7 billion in assets under management, Prime Group is among the largest private owners and operators of self-storage properties globally, with a portfolio of 320+ self-storage assets across 28 U.S. states, three Canadian provinces, and the U.S. Virgin Islands, totaling 24+ million rentable square feet. The firm manages three flagship funds on behalf of a global investor base, including Prime Storage Fund III, the largest self-storage dedicated fund ever raised.</p><p style="margin: 0px;"> </p><p style="margin: 0px;">Headquartered in Saratoga Springs, NY, Prime Group employs 700+ professionals and maintains a regional office in Jupiter, FL and Manhattan, NY along with investment originations offices in Denver, CO; Hackensack, NJ; Yorktown, VA; and Calgary, Alberta. The firm’s 21-person senior <span class="highlight-skill">leadership</span> team is supported by specialized teams across sourcing and acquisitions, asset and portfolio management, compliance and legal, property management, information technology, transactions and financing, marketing, accounting, training, and other core functions.</p><p style="margin: 0px;"> </p><p style="margin: 0px;">Prime Group’s performance is rooted in a culture of respect, teamwork, ethical business practices, accountability, and persistence. The firm places significant value on the relationships it has built with customers, employees, investors, and stakeholders. PitchBook has recognized Prime Group as one of the top 10 real estate value-add fund managers in its 2023 Global Manager Performance Score League Tables.</p><p style="margin: 0px;"> </p><p style="margin: 0px;"><strong>Position Overview</strong></p><p style="margin: 0px;">We are seeking an experienced <strong>Customer Service Supervisor</strong> to lead our contact center operations during a period of rapid growth. This leader will oversee customer support operations for a geographically dispersed network of locations across the country, ensuring exceptional customer experiences, operational excellence, and continuous process improvement.</p>
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Responsibilities


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<p style="margin: 0px;">• Work onsite at our downtown Saratoga Springs, NY location, collaborating with a team of 40+ contact center professionals. <br/>• Lead the day-to-day operations of the customer service contact center to consistently achieve customer satisfaction and service level goals. <br/>• Develop and execute customer service strategies that align with organizational objectives. <br/>• Use data and analytics to optimize staffing, scheduling, and operational workflows. <br/>• Design and implement customer engagement initiatives that improve the overall customer experience. <br/>• Lead and develop a geographically distributed customer service team while fostering a culture of accountability and excellence. <br/>• Coach and mentor supervisors to ensure front-line agents are equipped to provide exceptional customer support. <br/>• Monitor operational dashboards, service metrics, and case management reports to identify trends and improve performance. <br/>• Continuously improve support systems, processes, and technologies to enhance efficiency and customer satisfaction. <br/>• Partner with internal stakeholders to improve service delivery across multiple locations. <br/>• Champion a customer-first culture throughout the organization.</p>
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Qualifications


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<p style="margin: 0px;">• <span class="highlight-nice-to-have">Bachelor's degree in Business, Finance, or a related field preferred</span>. <span class="highlight-requirement">Associates degree required</span><br/>• <span class="highlight-requirement">10+ years of contact center or <span class="highlight-skill">customer service <span class="highlight-skill">leadership</span></span> experience</span>, including <span class="highlight-requirement">at least 4 years managing multi-site operations</span>. <br/>• Strong analytical and <span class="highlight-skill">problem-solving</span> skills with experience using <span class="highlight-skill">operational metrics</span> to drive performance. <br/>• Deep understanding of <span class="highlight-skill">contact center best practices</span>, <span class="highlight-skill">workforce management</span>, and customer experience. <br/>• <span class="highlight-nice-to-have">Experience with <span class="highlight-skill">cloud-based Contact Center platforms</span></span>. <br/>• Excellent organizational, <span class="highlight-skill">leadership</span>, and <span class="highlight-skill">communication</span> skills. <br/>• Ability to manage multiple priorities in a fast-paced, high-growth environment. <br/>• Passion for delivering exceptional customer experiences.</p>
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Benefits


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<ul><li>Competitive rate of pay and a generous benefits program</li><li>Salary commensurate with experience</li><li>Medical, Dental, life, vision, short-term disability, and long-term disability insurance program</li><li>Paid vacation time; paid sick time; paid holidays</li></ul><p style="margin: 0px;"> </p><p style="margin: 0px;"><em><strong>Equal Opportunity Employer Statement</strong></em></p><p style="margin: 0px;">Prime Group Holdings is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.<br/><br/>#LI-Onsite</p>
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Saratoga Springs

Bachelor's degree in Business, Finance, or a related field preferred

Experience with cloud-based Contact Center platforms

Associates degree required

10+ years of contact center or customer service leadership experience

At least 4 years managing multi-site operations

Customer Service Leadership

Data Analysis

Operational Metrics

Contact Center Best Practices

Workforce Management

Cloud-based Contact Center Platforms

Organizational Skills

Leadership

Communication

Problem-solving

Customer Service Supervisor (Call Center)







POSITION OVERVIEW






At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  If you are a highly moti...

Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling. Coach and develop reports on customer service processes and best practices. Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously. Drive a culture of accountability, continuous improvement, and personal excellence. Develop and maintain strategy on ensuring customer satisfaction on all service interaction.

76543

Military, local, state or federal government experience is a plus

Graduation from an accredited two-year or four-year college or university is a plus

Experience managing both remote and on-site reports is a plus

Minimum of 3-years of total call center experience or 1-year of call center management experience

Associate's degree or equivalent combination of education and relevant work experience

Exceptional interpersonal & communication skills

Strong supervisory experience including staff development

Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint

Demonstrated ability to drive sales through the actions of others

Superior knowledge of call center tools and technology used to manage KPIs and SLAs

Coaching

Customer Service

Microsoft Office

Conflict Resolution

Time Management

Sales Management

Call Center Tools

Performance Metrics

Call Center Customer Service Supervisor

Company DescriptionProSidian is a Management and Operations Consulting Services Firm focusing on providing value to clients through tailored solutions based on industry leading practices.  ProSidian services focus on the broad spectrum of Risk Management, Compliance, Business Process, IT Effectivene...

Supervise call center agents, monitor performance and provide coaching, develop staffing schedules.

<div itemprop="description"><section class="job-section" id="st-companyDescription"><div><p class="googlejobs-paragraph--empty"></p><h2 class="title">Company Description</h2></div><div class="wysiwyg spl-wysiwyg"><p>ProSidian is a Management and Operations Consulting Services Firm focusing on providing value to clients through tailored solutions based on industry leading practices.  ProSidian services focus on the broad spectrum of Risk Management, Compliance, Business Process, IT Effectiveness, Energy &amp; Sustainability, and Talent Management.  We help forward thinking clients solve problems and improve operations. </p><p>Launched by former Big 4 Management Consultants; our multidisciplinary teams bring together the talents of nearly 190 professionals globally to complete a wide variety of engagements for Private Companies, Fortune 1,000 Enterprises, and Government Agencies of all sizes.  Our Services are deployed across the enterprise, target drivers of economic profit (growth, margin and efficiency), and are aligned at the intersections of assets, processes, policies and people delivering value. </p><p>ProSidian clients represent a broad spectrum of industries to include but are not limited to Energy, Manufacturing, Chemical, Retail, Healthcare, Telecommunications, Hospitality, Pharmaceuticals, Banking &amp; Financial Services, Transportation, Federal and State Government Agencies.  Learn More About ProSidian Consulting at <a href="http://www.ProSidian.com">www.ProSidian.com</a>.</p></div></section><section class="job-section" id="st-jobDescription"><div><p class="googlejobs-paragraph--empty"></p><h2 class="title">Job Description</h2></div><div class="wysiwyg spl-wysiwyg" itemprop="responsibilities"><p>ProSidian Seeks a Call Center Supervisor | Customer Service [COC0021218] for Program Support on a Exempt 1099 Contract: No Overtime Pay Basis Technical Element generally located across the CONUS - Charlotte, NC Across The Mid Atlantic Region supporting 0</p><p>We seek 218 candidates with relevant Government And Public Services Sector Experience (functional and technical area expertise also ideal) to support professional services engagement for Government And Public Services Sector Clients such as COC. This as a Technical Element or Contract W-2 (IRS-1099) Customer Service Functional Area Professional - <span class="highlight-skill">Call Center Supervision</span> Position; however, ProSidian reserves the right to convert to a Full-Time ProSidian employed W-2 Position.</p><p><strong>JOB OVERVIEW</strong></p><p>Provide services and support as a <span class="highlight-skill">Call Center Supervision</span> (Call Center Supervisor) in the Government And Public Services Industry Sector focussing on Human Capital Solutions for clients such as City of Charlotte (COC) | Charlotte Cooperative Purchasing Alliance (CCPA) Generally Located In CONUS - Charlotte, NC and across the Mid Atlantic Region (Of Country/World).</p><p><strong>RESPONSIBILITIES AND DUTIES </strong><strong>- </strong><strong>Call Center Supervisor | Customer Service [COC0021218]</strong></p><p>Supervise call center agents.</p><p>Monitor performance and provide coaching.</p><p>Develop staffing schedules.</p><p>The role(s) are located in the Mid Atlantic Region is at or near CONUS - Charlotte, NC.  Initially identified Work Site Address (Subject to Change or Working Remotely):  613 East 4th Street</p><p>Charlotte, NC 28202</p></div></section><section class="job-section" id="st-qualifications"><div><p class="googlejobs-paragraph--empty"></p><h2 class="title">Qualifications</h2></div><div class="wysiwyg spl-wysiwyg" itemprop="qualifications"><p>Desired Qualifications For Call Center Supervisor | Customer Service [COC0021218] (COC0021218) Candidates:</p><p><span class="highlight-requirement">3+ years call center experience</span>, 1+ year <span class="highlight-skill">leadership</span>.</p><p><strong>Education / Experience Requirements / Qualifications</strong></p><p><span class="highlight-requirement">Associate’s degree or equivalent experience</span>.</p><p><span class="highlight-requirement">3+ years call center experience</span>, 1+ year <span class="highlight-skill">leadership</span>.</p><p>This position aligns with functional/technical service requirements and client engagements in the Government And Public Services Client Industry Sector: Government And Public Services (GPS) Sector Group: Driving Excellence In Service Delivery Through Government And Public Services Innovation And Partnership.   Call Center Supervisor | Customer Service [COC0021218] Candidates shall work to support requirements for  Customer Service Functional Area Services and shall  work as a Call Center Supervisor | Customer Service [COC0021218].</p><p><strong>Skills Required</strong></p><p>Primarily focused on Professional and Management Development Training initiatives and aligned with 218 activities 218 Functional Area Activities. </p><p><span class="highlight-skill">Leadership</span>, <span class="highlight-skill">performance monitoring</span>, <span class="highlight-skill">conflict resolution</span>.</p><p><strong>Competencies Required</strong></p><ul><li><span class="highlight-skill">Team motivation</span>, accountability, <span class="highlight-skill">decision-making</span>.</li></ul><p><strong>Ancillary Details Of The Roles</strong></p><ul><li>May lead training for new hires.</li></ul><ul><li>Oversees quality assurance programs.</li></ul><p><strong>Other Details</strong></p><p>Works with management to improve processes.</p><p>#TechnicalCrossCuttingJobs #Consulting #Government And Public Services #GovernmentSupportServices #ProfessionalAnalyticalSupport  #Jugaad #Copitas #PokaYoke</p></div></section><section class="job-section" id="st-additionalInformation"><div><p class="googlejobs-paragraph--empty"></p><h2 class="title">Additional Information</h2></div><div class="wysiwyg spl-wysiwyg" itemprop="incentives"><p>As a condition of employment, all employees are required to fulfill all requirements of the roles for which they are employed; establish, manage, pursue, and fulfill annual goals and objectives with at least three (3) Goals for each of the firms Eight Prosidian Global Competencies [1 - Personal Effectiveness | 2 - Continuous Learning | 3 - <span class="highlight-skill">Leadership</span> | 4 - Client Service | 5 - Business Management | 6 - Business Development | 7 - Technical Expertise | 8 - Innovation &amp; Knowledge Sharing (Thought <span class="highlight-skill">Leadership</span>)]; and to support all business development and other efforts on behalf of ProSidian Consulting.</p><p><strong>CORE COMPETENCIES</strong></p><p>Teamwork – ability to foster teamwork collaboratively as a participant, and effectively as a team leader<br/>
<span class="highlight-skill">Leadership</span> – ability to guide and lead colleagues on projects and initiatives<br/>
Business Acumen – understanding and insight into how organizations perform, including business processes, data, systems, and people<br/>
Communication – ability to effectively communicate to stakeholders of all levels orally and in writing<br/>
Motivation – persistent in pursuit of quality and optimal client and company solutions<br/>
Agility – ability to quickly understand and transition between different projects, concepts, initiatives, or work streams<br/>
Judgment – exercises prudence and insight in <span class="highlight-skill">decision-making</span> process while mindful of other stakeholders and long-term ramifications<br/>
Organization – ability to manage projects and activity, and prioritize tasks<br/>
----------- ------------ ------------</p><p><strong>OTHER REQUIREMENTS</strong></p><p>Business Tools –  understanding and proficiency with business tools and technology, including Microsoft Office. The ideal candidate is advanced with Excel, Access, Outlook, PowerPoint and Word, and proficient with Adobe Acrobat, data analytic tools, and Visio with the ability to quickly learn other tools as necessary.<br/>
Commitment - to work with smart, interesting people with diverse backgrounds to solve the biggest challenges across private, public and social sectors<br/>
Curiosity – the ideal candidate exhibits an inquisitive nature and the ability to question the status quo among a community of people they enjoy and teams that work well together<br/>
Humility – exhibits grace in success and failure while doing meaningful work where skills have impact and make a difference<br/>
Willingness - to constantly learn, share, and grow and to view the world as their classroom<br/>
------------ ------------ ------------</p><p><strong>BENEFITS AND HIGHLIGHTS</strong></p><p>ProSidian Employee Benefits and Highlights: Your good health and well-being are important to ProSidian Consulting. At ProSidian, we invest in our employees to help them stay healthy and achieve work-life balance. That’s why we are also pleased to offer the Employee Benefits Program, designed to promote your health and personal welfare. Our growing list of benefits currently include the following for Full Time Employees:</p><p>Competitive Compensation: Pay range begins in the competitive ranges with Group Health Benefits, Pre-tax Employee Benefits, and Performance Incentives. For medical and dental benefits, the Company contributes a fixed dollar amount each month towards the plan you elect. Contributions are deducted on a Pre-tax basis.<br/>
Group Medical Health Insurance Benefits: ProSidian partners with BC/BS, to offer a range of medical plans, including high-deductible health plans or PPOs. ||| Group Dental Health Insurance Benefits: ProSidian dental carriers - Delta, Aetna, Guardian, and MetLife.<br/>
Group Vision Health Insurance Benefits: ProSidian offers high/low vision plans through 2 carriers: Aetna and VSP.<br/>
401(k) Retirement Savings Plan: 401(k) Retirement Savings Plans help you save for your retirement for eligible employees. A range of investment options are available with a personal financial planner to assist you. The Plan is a pre-tax Safe Harbor 401(k) Retirement Savings Plan with a company match.<br/>
Vacation and Paid Time-Off (PTO) Benefits: Eligible employees use PTO for vacation, a doctor’s appointment, or any number of events in your life. Currently these benefits include Vacation/Sick days – 2 weeks/3 days | Holidays - 10 ProSidian and Government Days are given.<br/>
Pre-Tax Payment Programs: Pre-Tax Payment Programs currently exist in the form of a Premium Only Plan (POP). These Plans offer a full Flexible Spending Account (FSA) Plan and a tax benefit for eligible employees.<br/>
Purchasing Discounts &amp; Savings Plans: We want you to achieve financial success. We offer a Purchasing Discounts &amp; Savings Plan through The Corporate Perks Benefit Program. This provides special discounts for eligible employees on products and services you buy on a daily basis.<br/>
Security Clearance: Due to the nature of our consulting engagements there are Security Clearance requirements for Engagement Teams handling sensitive Engagements in the Federal Marketplace. A Security Clearance is a valued asset in your professional portfolio and adds to your credentials.<br/>
ProSidian Employee &amp; Contractor Referral Bonus Program: ProSidian Consulting will pay up to 5k for all referrals employed for 90 days for candidates submitted through our Referral Program.<br/>
Performance Incentives: Due to the nature of our consulting engagements there are performance incentives associated with each new client that each employee works to pursue and support.<br/>
Flexible Spending Account: FSAs  help you pay for eligible out-of-pocket health care and dependent day care expenses on a pre-tax basis. You determine your projected expenses for the Plan Year and then elect to set aside a portion of each paycheck into your FSA.<br/>
Supplemental Life/Accidental Death and Dismemberment Insurance: If you want extra protection for yourself and your eligible dependents, you have the option to elect supplemental life insurance. D&amp;D covers death or dismemberment from an accident only.<br/>
Short- and Long-Term Disability Insurance: Disability insurance plans are designed to provide income protection while you recover from a disability.<br/>
---------- ------------ ------------</p><p><strong>ADDITIONAL INFORMATION - See Below Instructions On The Best Way To Apply</strong></p><p>ProSidian Consulting is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor. All your information will be kept confidential according to EEO guidelines.</p><p>ProSidian Consulting has made a pledge to the Hiring Our Heroes Program of the U.S. Chamber of Commerce Foundation and the “I Hire Military” Initiative of The North Carolina Military Business Center (NCMBC) for the State of North Carolina. All applicants are encouraged to apply regardless of Veteran Status.</p><p>Furthermore, we believe in "HONOR ABOVE ALL"  - be successful while doing things the right way. The pride comes out of the challenge; the reward is excellence in the work.</p><p>FOR EASY APPLICATION USE OUR CAREER SITE LOCATED ON http://www.ProSidian.com/ OR SEND YOUR RESUME’S, BIOS, AND SALARY EXPECTATION / RATES TO CAREERS @ PROSIDIAN.COM.</p><p>ONLY CANDIDATES WITH REQUIRED CRITERIA ARE CONSIDERED.</p><p>Be sure to place the job reference code in the subject line of your email.  Be sure to include your name, address, telephone number, total compensation package, employment history, and educational credentials.</p><div sr-tagline=""></div><p><strong>Risk Management | Compliance | Business Processes | IT Effectiveness | Engineering | Environmental | Sustainability | Human Capital</strong></p></div></section></div>

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