Customer Care, Call Center Manager

The Call Center Manager at British Swim School Bay Area recruits, trains, coaches, develops and retains a dynamic operations staff of Call Center Representatives to improve enrollments of students in the British Swim School Aquatics Program. Results are achieved through analysis, strategic planning, execution and leadership, promoting performance of the day to day operations of the business.

Knowledge, Skills, and Abilities

• Enthusiastic, assertive personality with strong relationship and customer service skills.
• Effective and Influential Leadership in a fun environment built on Trust.
• Written and oral communication skills
• Strong Business Acumen with collaboration skills.
• Disciplined to follow schedules and enforce safety procedures.
• Ability to lead, supervise, train and coach associates, to include organizing, prioritizing, and scheduling work assignments.
• Critical Thinking, Problem Solving, Analysis, Strategic Planning.

Roles and Responsibilities

• Reports to and communicates directly with the Director of Operations and Franchise Business Owner.
• Hire, supervise, support, train, coach, develop and retain a dynamic team of Call Center Representatives.
• Identify areas of opportunities, develop and execute action plans to address challenges and improve results in enrollments, revenue and expense containment through Call Center employees.
• Systems ownership to creatively develop more efficient approaches towards CRM use and standard operating procedures in sales and customer service.
• Administration of all customer services policies and work with team to recommend and implement policy changes as needed.
• Lead CSR development by coordinating initial and continued training while conducting regular performance evaluations and coaching when necessary. Works with Customer
• Service Supervisor when recognizing a need for employee disciplinary action, grievance documentation, performance improvement plans, and/or excellent performance recognition.
• POC for unusual/escalated customer service matters, and all other 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 customers and staff alike are seeing improvement on a companywide
• Conduct Training, Reviews, Recognition and Individual Development of Call Center Staff.
• Manage underperforming Call Center associates utilizing Personal Improvement Plans, Coaching and Disciplinary Tools to improve or terminate unsatisfactory performance with consultation of Franchise Business Owner and General Manager where applicable.
• Manage staff schedule of Call Center team including time off requests.
• Manages ongoing reporting, proactively recommends changes needed to staffing, policies or other service issues.
• Attending appropriate ongoing training locally and with corporate.
• Participates in monthly leadership meetings and weekly calls as needed.
• Other responsibilities as assigned by the Franchise Business Owner and Director

Qualifications

• Bachelor's Degree or relevant experience.
• MUST HAVE 3+ years management experience in a Call Center
• Successful completion of relevant training, including, but not limited to POS (JackRabbit), Scheduling, Billing, Deck Ambassador and Call Center.

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Weekends as needed

Application Question(s):

• How many years of expierence do you have managing a Call Center?
• What type of Call Center metrics do you have expierence tracking?

Ability to Relocate:

• Millbrae, CA 94030: Relocate before starting work (Required)

Work Location: Hybrid remote in Millbrae, CA 94030