Freedom Boat Club - Call Center Manager
About The Position
Freedom Boat Club is world’s largest members-only boat club. We are seeking a Call Center Manager to lead our customer service team and deliver an exceptional member experience. This role is responsible for overseeing daily contact center operations, developing team members, driving performance, and partnering across the business to continuously improve service quality and operational effectiveness. The ideal candidate is a people-focused leader who thrives in a fast-paced environment and has a proven track record of coaching teams, improving performance, and creating outstanding customer experiences. At Brunswick & Freedom Boat Club, we are passionate about what we do and committed to delivering exceptional experiences.
Requirements
- Bachelor's degree or equivalent combination of education and experience.
- 5+ years of customer service, contact center, or member support experience.
- 3+ years of leadership experience managing customer-facing teams.
- Demonstrated success coaching employees and improving team performance.
- Strong communication, organizational, and problem-solving skills.
- Ability to manage multiple priorities in a dynamic environment.
Nice To Haves
- Experience with workforce management, CRM, and contact center technologies.
- Knowledge of quality assurance programs, performance metrics, and analytics.
- Experience with Salesforce, RingCentral, or similar platforms.
- Advanced Microsoft Office skills, particularly Excel and PowerPoint.
Responsibilities
- Lead, coach, and develop a team of customer service representatives.
- Foster a culture of accountability, collaboration, and customer-centric service.
- Manage daily contact center operations, staffing, and service levels.
- Monitor key performance indicators (KPIs) and use data to drive performance improvements.
- Oversee onboarding, training, and ongoing development programs.
- Ensure team readiness for new processes, systems, and business initiatives.
- Manage quality assurance programs and coaching efforts to enhance customer interactions.
- Resolve escalated customer concerns and identify opportunities for process improvement.
- Partner with cross-functional teams to improve the overall member experience.
- Prepare and communicate operational performance results and recommendations.
Benefits
- medical
- dental
- vision
- paid vacation
- 401k (up to 4% match)
- Health Savings Account (with company contribution)
- well-being program
- product purchase discounts
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
