Director of Inside Sales, Contact Center - Buckhead

Position Type
Regular Full-Time
Corporate Group


At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily, our high performance continues to drive exponential growth – and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show. 

Job Overview

As the Director of Inside Sales/Contact Center, you are responsible for the strategic planning and execution of all contact center operations.  Your responsibility begins once the marketing team has generated a lead.  You oversee the lead nurturing process until an appointment is scheduled. At that point, the on-site community leasing team will take over. You will collaborate closely with our Community Marketing, operations leadership and community on-site management teams to drive and optimize sales performance and drive revenue and occupancy. 


We are seeking an experienced, goal-oriented Director to lead our growing contact center operation. In this position, you will manage and lead processes for the continuous improvement of the customer experience. Tactical emphasis is on customer service, quality lead management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. You should analyze sales statistics, and motivate and coach your team to hit sales (leasing) targets.  You also will lead the expansion of our contact center operations in our current east region and build a new operation for our west region.

Roles You Will Play

The Designer 

  • The process should focus on personalized sales and lead nurturing based on the individual needs of the prospect.
  • Partner with the Data & Analytics teamto build and enhance lead funnel (lead gen. through lease decision) dashboards that visualize and track fundamental performance indicators and trends.
  • Partner with talent training team to create sales training that develops proactive sales consultants and closers.  Develop training and coaching strategies that proactively nurture the lead to a sale. 
  • Collaborate with the marketing (community marketing and communications) teams to develop lead nurturing and contact strategies to cultivate leads for sales conversion.
  • Leverage lead management software tools to create, evaluate, and optimize automated lead development tactics (e.g. trigger-based emails or SMS).
  • Manage, mentor, and lead team members

The Investigator 

  • Hold contact center team accountable for performance. Measure, evaluate, and rank the lead development and conversion activities of each team member. 
  • Examine sales performance at a macro and micro sales individual level to identify cause-effect relationships between sales performance and desired occupancy and revenue goals.  Proactively translate analysis and insights into specific sales training, coaching and initiatives to achieve optimal occupancy and proforma sales per unit (rent).


The Impact You Can Make

  • Thanks to your sales management, coaching and strategy skills, the contact center team are prioritizing efforts and converting leads at a higher rate, resulting in increased lead to lease conversion and occupancy.
  • We’re looking for a self-starting professional with contact center managerial experience and a proven track record in inside sales. The ideal candidate will look forward to coming to work each day and helping our customers find the best home for them.
  • Create and report on weekly, monthly and quarterly sales goals and keep C-level executives apprised of the progress
  • Assess the competitive landscape and institute changes to the sales program in response to competitors’ changes




Building Blocks of Success

  • 8+ years of experience in contact center operations and inside sales management, including sales performance analysis, sales strategy and training. 
  • Bachelor’s degree.
  • Demonstrated success building and managing sales processes, training/coaching modules and sales performance metrics to increase sale productivity and performance
  • Able to analyze data and sales statistics and translate results into insights and solutions
  • Experienced at preparing and presenting quarterly sales goals and forecasts; experienced at compiling and following strict budgets
  • Hands-on management of contact center employees
  • Ability to collaborate and work closely with other functions and levels within the company.
  • Expert time-management, prioritization, and multitasking skills
  • Ability to quickly adapt to an often-changing and fast-paced work environment 
  • Proficient computer skills, including Microsoft Office Suite
  • Moderate travel is required


At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest.


Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.



Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email or call 404.965.3988.


Cortland is a drug-free workplace.


Cortland participates in e-verify to verify the employment status of

all persons hired to work in the United States.


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