Job Description

Prime Group Holdings , LLC, a vertically-integrated private equity real estate firm focused on 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 $6.6 billion in assets under management, Prime Group is one of the largest private owners and operators of self-storage properties in the world, owning and operating over 310 self-storage assets in 28 states, two Canadian provinces and the U.S. Virgin Islands containing over 23 million rentable square feet. The firm manages three flagship funds on behalf of a global investor base, including the largest self-storage dedicated fund ever raised, Prime Storage Fund III.

Headquartered in Saratoga Springs, NY, Prime Group has more than 700 employees. The firm has a regional office in Jupiter, FL and investment originations offices in Denver, CO, Hackensack, NJ, Yorktown, VA and Calgary, Alberta. Prime Group’s 21-person senior leadership team is supported by teams including sourcing and acquisitions, asset and portfolio management, compliance/legal, property management, information technology, transactions/financing, marketing, accounting and training, among others.

Prime Group’s success is built on a culture of respect, teamwork, business ethics, accountability and persistence. The company deeply values the strong relationships it has built with its customers, employees, investors and stakeholders. Pitchbook, a leading resource for comprehensive data, research and insights spanning the global capital markets, named Prime Group as one of the top 10 real estate value-add fund managers in Pitchbook’s 2023 Global Manager Performance Score League Tables.

Position Overview

We are looking to hire a Call Center Director to lead our organization through a period of rapid and sustained growth. This individual will manage a contact center operation that serves as the backbone for a geographically dispersed collection of sites located throughout the country. The call center engages with existing customers to address operational issues and also works to generate sales to new customers by leveraging both inbound inquiries and making outbound calls.

Essential Responsibilities

• Work in person, onsite in our downtown Saratoga Springs, NY location with over 40+ call center teammates
• Partner with key stakeholders to develop and implement our contact center strategy and objectives
• Lead day-to-day contact center operations to achieve customer care and sales goal
• Leverage analytics and facts to make staffing decisions and drive new initiatives
• Create and implement new solutions to engage with customers in a way that provides a positive customer experience and drives top-line sales growth
• Lead a team of geographically distributed professionals
• Oversee and train supervisors to ensure that all front-line personnel have required training and resources to meet customer needs and expectations
• Monitor systems reports and dashboards for case management impact; proactively make adjustments as necessary
• Drive additional initiatives that leverage our contact center as an engine for growth
• Ensure the efficient running of support systems to maintain and enhance contact center operations

Qualifications

• Bachelor’s degree in business, finance or a related field
• 10+ years of job-related experience managing call center/contact center operations, with ideally 4 years of multi-site responsibility
• Strong analytical skills and a love of metrics
• Familiarity with best-in-class call center management principles, metrics and practices.
• Dynamic, results-driven leadership
• Experience partnering with business stakeholders across geographies and functions to improve support
• Advanced problem-solving skills to address complex and multi-faceted business problems; strong quantitative orientation.
• Familiarity with cloud-based Contact Center systems and solutions
• Excellent organizational skills and ability to manage multiple projects in a fast-paced environment
• Outstanding verbal and written communication skills
• A desire to be part of a high-growth, transformational company that is manically focused on providing a great customer experience to enable growth

Compensation

• Competitive rate of pay and a generous benefits program
• Salary commensurate with experience
• Medical, Dental, life, vision, short-term disability, and long-term disability insurance program
• Paid vacation time; paid sick time; paid holidays

Equal Opportunity Employer Statement

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.

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