Supervisor, Call Analysis
Job Summary
Job Description
This job is for a detail-oriented people leader to supervise a Call Analysis Team in India. The responsibilities include managing workload distribution, monitoring productivity, providing coaching and feedback, training new hires, serving as the main point of contact, communicating updates, tracking attendance, documenting performance improvement plans, maintaining knowledge of client scorecards, leading with professionalism, holding agents accountable, and identifying trends for improvement. The role involves working closely with customer service teams to improve performance and enhance the customer experience.
Must have:
- Manage workload distribution and coverage.
- Monitor productivity and ensure scorecard evaluations.
- Provide coaching and feedback to agents.
- Train new hires on processes and client expectations.
- Maintain confidentiality and handle sensitive information.
Good to have:
- Previous experience in customer service.
- Professionalism and a positive attitude.
- Willingness to learn and memorize processes.
6 skills required
Job Details
Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.
Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.
We are seeking a detail-oriented people leader to supervise our Call Analysis Team in India. In this role, you will be responsible for leading a team of Call Analysis Associates as they fulfill Call Analysis services for our clients. You will work closely with customer service teams, providing actionable insights that drive performance improvement and enhance the customer experience. The ideal candidate will bring strong listening skills, leadership experience. This is an excellent opportunity for someone passionate about quality assurance and customer satisfaction.
Responsibilities will include
- Manage daily workload distribution and coverage among Call Analysis Agents.
- Monitor productivity and ensure scorecard evaluations are completed on time.
- Review agent evaluations for accuracy, consistency..
- Provide coaching and feedback to help agents meet productivity and quality goals.
- Address and guide improvement in performance or behavioral concerns.
- Train new hires on filtering/evaluating, analysis protocols, and client expectations.
- Serve as the main point of contact between the Call Analysis team and leadership
- Communicate updates, changes, or feedback on client scorecards to agents clearly and timely manner..
- Track and report attendance occurrences; enforce attendance policy.
- Maintain visibility on team progress through metrics and dashboards.
- Document and initiate PIPs when necessary, following the disciplinary path.
- Maintain strong knowledge of client scorecards and call types.
- Lead with professionalism and create a supportive, positive team culture.
- Hold agents accountable to established productivity and quality metrics.
- Identify trends and implement solutions for team and process improvements.
- Communicate respectfully, using proper grammar and tone in all feedback.
Minimum Qualifications
- High school diploma or equivalent; associate degree preferred.
- Completion of Higher Secondary education (10+2) or equivalent
- Strong attention to detail and excellent listening skills.
- Proficient in using call recording software and Microsoft Office or Google Workspace.
- Ability to maintain confidentiality and handle sensitive information professionally.
Preferred Qualifications
- Associate degree or diploma preferred.
- Previous experience in customer service is a plus
- Professionalism: Know how and when to have fun, and know when it's time to go to work
- Display a positive attitude and a willing drive to learn and commit to memorizing processes.
Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. If you choose to apply and do not live in one of these states, your application may be reviewed on a case-by-case basis and salary ranges will be provided if required by state law
But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Teamwork and Collaboration.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.
It’s a great place to work! Will you join us?
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