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Manager, Customer Engagement
Perry Homes. Lead and coach a team of 5–7 Customer Engagement Specialists handling phone, chat, digital inquiries, and MLS Listings .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer engagement teams, optimizing CX technology platforms, and implementing process improvements. Proficient in utilizing data analysis for coaching and enhancing team performance.
Highest-signal resume keywords
Team LeadershipSalesforce ProficiencyCall Center ManagementData AnalysisTechnology Implementation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer EngagementData AccuracyProcess ImprovementStandard Operating ProceduresAI Chatbots
Soft Skills
Excellent CommunicationCoachingTeam Development
Tools & Technologies
SalesforceTelephony SystemsChat ToolsCall Recording Tools
Industry Keywords
Customer SupportDigital EngagementVoice of CustomerTrend Analysis
About the role
Key responsibilities & impact- Lead and coach a team of 5–7 Customer Engagement Specialists handling phone, chat, digital inquiries, and MLS Listings
- Utilize call and chat recordings to identify trends, coach employees, and recognize high performers
- Utilize exception reporting to identify trends and coach employees on the importance of data accuracy
- Conduct regular 1:1 sessions, calibration reviews, and team meetings focused on skill development and process improvement
- Lead the implementation and optimization of CX technology platforms, including Salesforce, telephony systems, chatbot enhancements, and call recording tools
- Develop standard operating procedures (SOPs) for new technology rollouts and ensure consistent team usage
- Partner with the Voice of Customer (VoC) team to align customer feedback and survey results with frontline service initiatives
Requirements
What you’ll need- Bachelor’s degree in Business, Communications, or related field
- 3–5 years of experience managing a call center, customer support, or digital engagement team
- Strong understanding of Salesforce, telephony systems, and chat tools
- Experience with AI chatbots preferred
- Excellent written and verbal communication skills
- Ability to summarize data for executive audiences
- Demonstrated ability to lead projects involving technology implementation or process transformation
Benefits
Comp & perks- Medical, dental, vision coverage
- Financial Planning
- Time Off & Life Balance
- Family & Lifestyle
- Opportunities for growth and development
- Culture that is collaborative, inclusive, fast-paced, people-first
- Stable company with strong reputation in the market