Lead Performance Supervisor

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team. 
 
Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership. 

Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth. 

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.

JOB SUMMARY

The Lead Performance Supervisor is responsible for overseeing the daily operations of the Home Finding Consultants. This role involves managing team performance, ensuring key metrics are achieved, and providing motivation, recognition, coaching, and problem-solving support. The Supervisor serves as the primary contact for escalated issues and ensures prospective and future residents receive exceptional service, aiding them in viewing and leasing homes.

Key Responsibilities:

• Team Leadership and Management: Direct and support a team of Home Finding Consultants to ensure they provide accurate information and exceptional service to prospective and future residents.

• Performance Monitoring: Track, analyze, and report on team performance metrics, offering feedback and coaching to help achieve or exceed departmental goals.

• Process Improvement: Continuously assess and refine systems and processes to boost operational efficiency and enhance both resident and employee experiences.

• Issue Resolution: Serve as a contact or liaison for escalated issues, resolving problems and maintaining high service standards.

ESSENTIAL FUNCTIONS

• Lead and manage the Home Finding Consultant team: Provide guidance and support to ensure that the team delivers accurate information and exceptional service to prospective and future residents.

• Meet or exceed move-in goals: Direct the team to employ effective sales tactics and achieve or surpass monthly move-in goals to drive revenue and occupancy.

• Monitor and maintain departmental metrics: Track and analyze daily, weekly, and monthly performance metrics, using data to provide feedback and coaching to team members for continuous improvement.

• Continuously evaluate and enhance systems and processes: Assess and refine operational systems and processes to improve efficiency, performance, and overall resident and employee experiences.

• Utilize metrics for performance feedback and coaching: Use performance data to offer constructive feedback and coaching to team members, ensuring high performance and goal achievement.

• Oversee the lead database management: Ensure the lead database is accurately updated with information about prospective and future residents to support effective follow-up and conversion efforts.

• Direct team towards strategic goals: Employ strategic sales tactics to drive business growth.

• Oversee communications with market teams: Coordinate with market teams on renovations, turns, and services to ensure accurate and timely home availability information.

• Track future resident applications: Collaborate with the Customer Onboarding team to ensure real estate license holders address application needs and ensure a smooth onboarding process.

• Conduct training and quality assurance: Provide training, perform quality assurance reviews, and evaluate team performance to maintain high standards.

• Supervise the home-to-home transfer process: Help guide the transfer process and communications to ensure a seamless experience for residents transitioning between homes.

• Ensure homes are viewable and accessible: Verify that available homes are easily viewable by prospective and future residents to facilitate leasing.

• Monitor application documents and move-in payments: Ensure all application documents, lease completions, and move-in payments are processed accurately and in a timely manner.

• Communicate with cross-functional teams: Share information and collaborate with other departments to address issues and maintain cohesive operations.

• Follow legal and regulatory requirements: Adhere to Fair Housing, the Fair Credit Reporting Act, the American Disabilities Act, and other relevant laws to ensure compliance.

• Initiate and manage contact programs: Implement and manage contact programs using phone, email, and text to engage with prospective residents and educate them to minimize fraud and scam incidents.

• Maintain efficient call flow: Ensure the effective handling of inbound and outbound calls, reporting trends and opportunities based on conversation analysis.

• Assist with special projects: Support and contribute to special projects or business assignments as needed to meet business objectives.

• Foster a high-quality work environment: Create and maintain a positive and productive work environment to support team morale and performance.

• Work with the National Director of Sales Operations: Collaborate with the National Director to resolve escalated issues and ensure all critical problems are addressed and resolved.

QUALIFICATIONS

• High School diploma or GED required.

• Experience managing customer service associates in a fast-paced call center environment.

• Proven inside sales call center experience.

• Familiarity with call center metrics, reporting, and call monitoring.

• Excellent verbal and written communication skills via phone, email, or text.

• Experience with Salesforce and/or Yardi is a plus.

• Proficient in MS Office, Outlook, and internet applications.

• Bilingual in Spanish is a plus.

• Adaptable to feedback and changes.

• Ability to work flexible shifts and hours, including weekends.

• Skilled in de-escalating difficult situations.

• Strong teamwork and respect for colleagues.

• Capable of prioritizing tasks in a fast-paced environment.

• Able to work independently with minimal supervision.

• Ability to work flexible shifts and hours, including weekends, to meet the demands of the business.

• In-office Tuesday through Thursday, and remote on Monday and Friday.

What you can expect from us:

Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection. 

• We offer competitive compensation, including a performance-based bonus.

• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 401k match, 10 paid holidays and much more.
   

Closing Statement:
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
 
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v. 
 

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