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Location

South San Francisco, CA | United States

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Job description

Position: Call Center Manager

Location: Remote (Accepting applicants located within the San Francisco Bay Area only)

We are currently seeking a dedicated Call Center Manager to join our team a premier provider of aquatic education. In this role, you will play a pivotal part in enhancing student enrollments in the British Swim School Aquatics Program through the recruitment, training, coaching, and development of a dynamic team of Call Center Representatives. If you're passionate about leadership, customer service, and driving results in a collaborative and supportive environment, we want to hear from you!

Key Attributes:

Enthusiastic and assertive personality with exceptional relationship-building and customer service skills.
Effective and influential leadership abilities within a vibrant and trust-driven environment.
Proficient written and oral communication skills.
Strong business acumen coupled with collaborative teamwork skills.
Disciplined approach to following schedules and enforcing safety procedures.
Ability to lead, supervise, train, and coach associates while organizing, prioritizing, and scheduling work assignments.
Critical thinking, problem-solving, analysis, and strategic planning capabilities.

Roles and Responsibilities:

Reporting directly to the Director of Operations and Franchise Business Owner.
Recruiting, supervising, supporting, training, coaching, developing, and retaining a high-performing team of Call Center Representatives.
Identifying areas of opportunity, developing and executing action plans to address challenges, and improving results in student enrollments, revenue generation, and expense containment through call center operations.
Ownership of systems to innovate more efficient approaches to CRM usage and standard operating procedures in sales and customer service.
Administering all customer service policies and collaborating with the team to recommend and implement policy changes as necessary.
Leading CSR development through coordination of initial and ongoing training, conducting regular performance evaluations, and providing coaching as needed.
Serving as the point of contact for escalated customer service matters and addressing immediate issues related to sales and customer service internally.
Representing the voice of the customer and CSR in leadership and cross-functional discussions to ensure continuous improvement company-wide.
Conducting training sessions, reviews, recognition programs, and individual development plans for Call Center Staff.
Managing underperforming call center associates through Personal Improvement Plans, Coaching, and Disciplinary Tools, with consultation of the Franchise Business Owner and General Manager where applicable.
Handling the staff schedule of the call center team, including managing time-off requests.
Managing ongoing reporting and proactively recommending changes to staffing, policies, or other service issues.
Participating in appropriate ongoing training locally and with corporate.
Attending monthly leadership meetings and weekly calls as needed.
Performing other responsibilities as assigned by the Franchise Business Owner and Director.

Qualifications:

Bachelor's Degree or relevant experience.
Minimum of 4 years of management experience in a call center environment.
Successful completion of relevant training, including but not limited to POS (JackRabbit), Scheduling, Billing, Deck Ambassador, and Call Center.
Job Type: Full-time
Salary: $25.00 - $30.00 per hour

Benefits:

Dental insurance
Health insurance
Paid time off
Vision insurance
Flexible work-from-home options available

Join our team and make a difference in the lives of our students while enjoying a supportive work environment and competitive benefits package! Apply today to be part of our exciting journey.
Employment Type: Full-Time
Salary: $ 25.00 30.00 Per Hour

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Job tags

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Salary