Contact Center Manager

Centralized leasing operations sit at the intersection of two skill sets that most property management professionals develop separately: the leasing fluency to guide applicants from first contact through move-in, and the operational discipline to manage a team doing that work at scale across a portfolio. This role uses both at the same time, every day.

What This Role Actually Requires

Hillpointe is a vertically integrated workforce housing developer building across the Sun Belt, and this Contact Center Manager position sits at the center of how the company converts prospect traffic into signed leases and new residents into retained ones. You'll oversee a tiered team of national leasing specialists and customer care agents, handling everything from initial inquiries and application processing to escalated maintenance calls and resident concerns. The team operates centrally, meaning you're responsible for coverage and output across the full portfolio, not a single property.

The operational side of this role is substantial. You'll build and adjust schedules to match inbound volume, review call recordings and interaction logs to score quality, and produce performance reports on call metrics, application timelines, and productivity for leadership review. Application processing compliance sits squarely in your lane too. Fair Housing adherence and accuracy on applicant files aren't delegated down the chain; you're the escalation point for complex scenarios and the person accountable for getting them resolved correctly.

The people management side is equally demanding. You'll handle onboarding and ongoing training, address performance concerns through direct coaching, and maintain the product knowledge database your team relies on for accurate answers. CRM proficiency (Entrata, Funnel, or comparable platforms) is expected, not something you'll develop here.

Skills That Compound Here

Running a centralized contact center builds a specific kind of PM fluency that's genuinely transferable. Analyzing T-3 traffic patterns against staffing models, tying leasing specialist output to occupancy outcomes at the portfolio level, understanding how application processing bottlenecks affect lease-up velocity: these are skills that translate directly into regional operations, VP of leasing, or director-level roles. Managers who come out of centralized operations often have sharper analytical instincts than their counterparts who've only worked on-site, because the data is the primary feedback mechanism rather than a secondary one.

Strong candidates for this role will already know how to read a team's call metrics and identify whether a performance gap is a training problem, a scheduling problem, or a motivation problem. That diagnostic instinct separates people who manage contact centers from people who just supervise them.

The Role at Hillpointe Specifically

Hillpointe controls its development pipeline from land acquisition through asset management, which means the contact center function connects directly to company-wide performance rather than operating as a support layer removed from the business. You'll collaborate regularly with leasing, operations, and maintenance teams, and your reporting goes to leadership that tracks portfolio-level outcomes. The position is in-person in Maitland with occasional weekend coverage as volume requires.

• 3 to 5 years in property management, leasing operations, or centralized operations
• At least 2 years managing or supervising a team, with measurable results
• Hands-on experience with CRM and property management platforms (Entrata, Funnel, or similar)
• Solid working knowledge of Fair Housing regulations and application compliance
• Comfort producing and presenting performance data to leadership
• Bachelor's degree preferred; relevant experience considered in combination