Atria Senior Living

MGR, Call Center - Atria Senior Living

Job Locations USA-KY-Louisville Metro
Community Name
Atria Senior Living
Requisition ID


Welcome to a culture that values insight, energy and entrepreneurial spirit. Working at the Atria Support Center means being part of a smart, successful, international company – one that’s growing, leading and raising society’s expectations of the aging experience. Atria Senior Living manages nearly 200 residential communities from coast to coast, where older people realize healthier, happier, more meaningful lives.


Atria is an equal opportunity employer.  Atria provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, veteran status, or any other classification protected by applicable law.  Atria also does not condone or tolerate an atmosphere of intimidation or harassment based on these protected classifications.  We require the cooperation of all employees in maintaining a discrimination-free and harassment-free work environment.


The Call Center Manager is primarily responsible for overseeing the development of a telemarketing call center from the ground up. This individual is responsible for directing agents’ workflow and workload, as well as handling complaints, concerns and questions from customers. He/she ensures the most efficient operations of our call center by thinking on his/her feet, solving problems in the moment, conveying a sense of empathy with our prospective customers, and leading others to do the same.


  • Drive performance of the team to meet and/or exceed Company sales goals.
  • Establish call center goals and communicate with associates so every employee understands his or her role. Formulate targets for individuals and teams.
  • Measure performance with key metrics such as call length, call abandonment, calls waiting, tours scheduled, etc.
  • Conduct periodic surveys of current and potential customers to ensure quality control and performance to goals.
  • Hire, onboard, manage, and evaluate call center employees.
  • Optimize/analyze processes and procedures.
  • Keep staff motivated.
  • Anticipate and plan for functional growth.
  • Anticipate escalation and take over calls when needed.
  • Communicate functional needs to supervisor.
  • May perform other duties as needed and/or assigned.



  • Bachelor’s degree in Marketing, Business or Communications preferred.
  • Five (5) or more years of experience in telemarketing or an outbound call center environment. Management experience required.
  • Familiarity with telemarketing software systems.
  • Excellent communication, management, interpersonal and leadership skills required.
  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
  • Advanced conflict resolution, results-orientation, detail-orientation, judgment, influencing and organizational skills.
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
  • Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
  • Able to learn and navigate new software quickly, with a strong thirst for knowledge.
  • Previous telesales experience a plus, but not required.
  • Proficient in Microsoft Office suite, Acrobat.
  • Able to work overtime as necessary to meet quotas and guide team.


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