Customer Service/Call Center Manager

Customer Service/Call Center Manager

The British Swim School, supporting multiple locations in the Bay Area, is an amazing, mission-based organization that is seeking a skilled Customer Service Manager with Call Center experience to efficiently grow and shape our business. This motivated leader will assist in establishing call center objectives, analyze call center data, and focus on improving performance and processes to better support prospective and current customers. Our ideal candidate will have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings. This is primarily a remote position that will require some face-to-face presence at the pools, therefore residency in the Bay Area is preferred.

Responsibilities:

• Supporting a team of Customer Service Professionals in all day-to-day responsibilities, including answering phone calls.
• Hiring, training, coaching, and leading call center team members as they focus on enrolling prospective families.
• Answering representative's questions and guiding them through processes, system use, and providing support.
• Exploring additional call center technology options and making educated recommendations accordingly
• Leading team meetings, asking questions to better understand the calls that we are receiving, educating/coaching employees regarding processes and practices, and explaining and demonstrating expectations to employees.
• Developing processes and procedures to ensure data is current and accurate. Serving as liaison to the vendors for troubleshooting, enhancements, and training. Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensuring resources are properly allocated, and maximizing efficiency and customer satisfaction.
• Resolving team scheduling issues and conflicts.
• Assuming other tasks or projects to support employees, other managers, and call center operations.
• Answering questions and problem solve with customers needing assistance.
• This is primarily an inbound call center, but reps will make outbound follow-up calls as well.
• Visiting the swimming pools and assisting with customer service onsite

Qualifications

• Bachelor's degree in Business, Communications, or equivalent. Associates degree with commensurate experience.
• Minimum of 2 years of call center experience.
• Minimum of 2 years of supervisory experience.
• Previous managerial, accounting, customer service, and training experience are preferred.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.
• Strong coaching and leadership skills, ability to motivate employees.
• Build and maintain a positive culture within the call center to attract and retain high-quality team members.
• Thorough knowledge of Windows, including Excel and Word, required. Proficiency with the necessary technology, including computers, software applications, and phone systems. Experience with Call Center technology.
• Must be able to work a flexible schedule, including nights and weekends.

Benefits

Our benefits for eligible, full-time employees include:

• Work from home – Required to reside in Bay Area as some customer interface and team building will be in person.
• Excellent culture: a mission-driven organization that gives back to the community and its staff.
• Opportunity for growth at a business with massive expansion opportunities
• Bonuses paid on enrollment goals.
• Structured, paid training.
• Paid Vacation and Sick time
• Paid birthday time off
• Competitive pay

Salary is $23+/Hour Depending on Experience

Each franchise location is independently owned and operated by a franchisee (franchise owner). Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to British Swim School Corporate.

Recommended Skills

• Accounting
• Call Centers
• Coaching And Mentoring
• Communication
• Conflict Resolution
• Corrective And Preventive Action (Capa)