CALL CENTER CONSULTANT JOB DESCRIPTION

A Call Center Consultant handles the day-to-day running of contact center operations clearly. When agent supervision, staffing strategy, and telephony infrastructure are managed without coordination, service levels collapse and customers experience inconsistent, unresolved interactions. The Call Center Consultant answers that gap by owning both the people systems and the technical systems that keep a contact center functional. This role sits at the team level in multi-location service organizations, accountable to both operational leadership and technology stakeholders.

As the Call Center Consultant, you own agent performance oversight and contact center infrastructure across a multi-location environment, directly affecting service consistency and call resolution outcomes. You operate within a cross-functional structure, working alongside HR, regional department leads, and application development teams to keep staffing, workflows, and telephony systems aligned with organizational objectives.

Career Impact: Supervisory and systems experience gained in this role builds a track record across two high-demand competency areas - people operations and contact center technology - that are increasingly valued at the manager and architect level.

Business Impact: The work this role performs determines whether agents are adequately staffed, coached to standard, and supported by reliable call routing infrastructure, outcomes that directly affect customer resolution rates.

Growth Opportunity: Demonstrated performance here opens advancement toward Contact Center Manager or Telecommunications Engineer roles, particularly as experience with IVR configuration and workforce planning deepens.

• Supervise service agents across hiring, onboarding, performance evaluation, and disciplinary processes to maintain a qualified contact center team.
• Monitor individual agent calls against defined performance standards and deliver structured coaching based on identified development needs.
• Ensure adequate staffing levels by projecting call volume needs and executing contingency strategies during peak periods.
• Coordinate with regional departments to establish operational guidelines for new projects and campaign rollouts.
• Administer and develop enterprise contact center systems, including call flow design and telecommunications infrastructure documentation.
• Partner with application developers and business stakeholders to implement updated call scripts and IVR configurations.
• Build and maintain reporting resources that track operational objectives and support cost-effective resource allocation.
• Oversee timely resolution of escalated concerns and campaign tasks within all regulated timelines.

• Bachelor's degree in business, management, communications, or a related field, or equivalent work experience.
• 3 or more years of contact center or sales operations experience, with a consistent record of meeting performance goals.
• Minimum one year of supervisory experience in a call center or similarly structured service environment.
• Working knowledge of contact center telephony systems, including IVR architecture, call routing, and network signaling protocols.
• Strong organizational and problem-solving skills with demonstrated ability to work independently under operational pressure.
• Effective written and verbal communication skills for cross-functional coordination and agent-level feedback delivery.

• Experience with enterprise-wide dial plan management and multi-location contact center administration.
• Familiarity with SQL-based reporting environments for contact center performance analysis.
• Background in both workforce management and telephony system development within the same organization.
• Intermediate to advanced spreadsheet proficiency for staffing projections and campaign tracking.

• Agent call quality score, measured against defined evaluation standards per monitoring cycle.
• Staffing coverage rate, reflecting how consistently call hour objectives are met across scheduled periods.
• Campaign completion rate, tracking timely resolution of manual and sponsor campaign tasks.
• Concern resolution timeliness, measured against regulated deadlines for pending and submitted cases.
• Call flow implementation cycle time, reflecting speed of deploying updated IVR scripts and routing configurations.
• Typical tools: Contact center platforms (commonly Avaya or Genesys), reporting environments (commonly Informix or SQL-based dashboards).

• Base Salary Range: $55,000 to $80,000 annually depending on seniority and location.
• Bonus: performance-based bonus tied to call center operational metrics.
• Equity: typically not offered at this level in contact center environments.
• Health Benefits: medical, dental, and vision coverage standard.
• PTO: 15 to 20 days annually plus standard federal holidays.
• Common Perks: Shift flexibility, tuition assistance, and internal promotion pathways.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Reasonable accommodations are available to qualified individuals with disabilities throughout the application and employment process in accordance with the Americans with Disabilities Act. All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Employment is contingent on successful completion of a background check. Candidates must be authorized to work in the United States.

The Call Center Consultant owns resident and prospect engagement across Camden communities nationwide, handling leasing inquiries, quotes, and appointment scheduling to support occupancy goals. Working within the contact center team, the consultant serves current and prospective residents across phone, email, and chat channels, enabling consistent service quality and community satisfaction.

Key Responsibilities

• Assist potential residents with detailed leasing information for Camden Communities nationwide, including creating quotes and scheduling leasing appointments.
• Showcase the value of community features as they relate to customers' needs.
• Assist current residents with requests for maintenance, courtesy officers, and other community related questions and issues.
• Accurately capture resident and prospect information for communication and record keeping.
• Respond to requests by phone, email, and chat in a timely manner to ensure excellent customer relations.
• Escalate issues through the appropriate channels when necessary.
• Use problem solving skills and best judgment to handle unpredictable situations as they arise.
• Consistently meet all performance standards including schedule adherence, average handling time, and call quality.
• Take an active role in ensuring department goals and objectives are being met or exceeded.

Required Qualifications

• Experience in a customer related field required, experience in the multi-family industry or a contact center environment preferred.
• Strong customer focused attitude and creative problem solving skills to handle difficult situations and ensure high customer satisfaction.
• Ability to multi-task, take initiative, and work effectively in a fast paced environment.
• Excellent documentation and written and verbal communication skills.
• Proficiency in Microsoft Office Suite including Word, Excel, and Outlook.
• Flexibility to work various shifts including nights, weekends, holidays, and overtime as required.
• Bilingual in English and Spanish is a plus.
• Ability to sit for extended periods and handle stressful, urgent, and diverse work situations on a daily basis.

Embedded within the banking center, the Call Center Consultant delivers sales leadership and customer service excellence by managing a team of professionals, developing business through prospecting and referrals, and ensuring full regulatory compliance across all operations. Working closely with the Retail Sales Manager and HR, the consultant drives new business growth and deepens existing customer relationships to support the banking center's overall performance goals.

Core Functions

• Lead a team of sales and service professionals to meet and exceed sales and service goal targets, ensuring an exceptional customer experience.
• Recruit, develop, and retain key talent for the banking center, ensuring training needs including product knowledge and operational training are met.
• Coach, mentor, and provide feedback to team members, motivating and recognizing achievement of sales and service goals.
• Collaborate with Retail Sales Manager and HR on employee development, compensation, recruitment, performance reviews, and disciplinary action.
• Develop, implement, and manage a plan to meet personal and banking center goals, including generating and retaining core deposits.
• Build and leverage relationships with business partners to create referral opportunities across lines of business.
• Ensure smooth and efficient operations of the banking center in compliance with all applicable procedural and regulatory rules and guidelines.
• Research, identify, and resolve complex customer problems while providing the highest levels of customer service.
• Identify opportunities for community involvement and lead team participation in community and Community Reinvestment Act efforts.

Qualifications and Experience

• Comprehensive knowledge and understanding of retail products, services, regulations, and compliance.
• Proven success in consultative selling with ability to generate new business, retain existing business, and close sales.
• Excellent interpersonal, problem solving, decision making, and organizational skills with strong attention to detail.
• Proficiency in Microsoft Office and core banking software.
• Demonstrated success in leading, motivating, and influencing others with strong coaching and training skills focused on sales, service, and operations.

Reporting to senior operations leadership, the Call Center Consultant shapes team performance by supervising service agents across hiring, training, and coaching, while overseeing campaign execution and staffing strategies to meet call center objectives. Partnering with regional departments, the consultant ensures concerns are resolved within regulated timelines and that resources are deployed cost-effectively to sustain service delivery goals.

Primary Duties

• Supervise assigned service agents including interviewing, hiring, training, coaching, evaluating, and disciplining to ensure a well-qualified team.
• Oversee the distribution and timely completion of emails sent to the National Call Center Services, Pre-sign, Voicemail, and concern email box.
• Monitor and evaluate pending and submitted concerns to meet all regulated timelines.
• Coordinate with other departments and regions to establish guidelines for new projects.
• Ensure adequate staffing to meet call center objectives, project staffing needs, and develop strategies to meet call hours objectives.
• Monitor individual service agent calls, evaluate against defined performance standards, and provide coaching and training as needed.
• Utilize systems and create reports and resources productively to achieve objectives in a cost-effective manner.

Education and Experience

• Bachelor's degree in business, management, marketing, communications, public relations, or equivalent required.
• Minimum three years of proven sales and telemarketing experience with a consistent record of achieving established goals.
• Minimum one year of supervisory experience, preferably in a call center or blood banking environment.
• Intermediate computer skills with Microsoft Office applications in a Windows environment, with strong Excel skills preferred.
• Strong organizational and problem solving skills with the ability to work independently and under pressure.
• Effective verbal and written communication skills.

Sitting at the intersection of telephony engineering and contact center operations, the Call Center Consultant leads the administration and development of enterprise wide multi-location contact center systems, including IVR configuration, dial plan management, and telecommunications documentation. Operating across network engineering, application development, and business partner teams, the consultant enables reliable, integrated voice and web service solutions that support the contact center's operational and reporting needs.

Technical Responsibilities

• Administer and develop enterprise wide multi-location contact center systems and solutions.
• Work with business partners and SMEs to change and implement new call flows and scripts within the call center.
• Work with business contacts on contact center reporting for Informix and SQL databases.
• Manage companywide dial plan design and management.
• Create and maintain telecommunications services and equipment documentation with Microsoft Visio.
• Support components related to network engineering, security, and hardware for the enterprise telecommunications platform.
• Collaborate with front end application developers on telephony integration with web services.

Technical Qualifications

• Expertise in configuration and development of IVR features including VDN, ASR, ANI Matching, and ACD configuration.
• Deep understanding of API, VXML, Call Dialog designer, Session Management of SIP, Web-RTC, and Java based call flows.
• Knowledge of VOIP Gateways, Session Border controllers, Experience Portal, IVRs, and UUI and UCID call management for web integration.
• Understanding of TCP/IP, OSI, VOIP Signaling, RTP Protocols, and click to call, click to dial, H.323 and SIP trunking, Speech to Text, and Voice Engine Recognition.
• Knowledge of development tools including SOAP, UI, and Object RTC is a plus.
• Proficiency in Microsoft Visio and core contact center reporting tools.
• Strong collaboration and communication skills for engaging business partners and business analysts to design and implement solutions.