Member Support Center Manager

Planet Fitness - Excel Fitness•Durham, NC

17h•Onsite

About The Position

Works closely with the Member Support Center director to lead assigned site operations and supervise all representatives to assure high-quality, efficient, and timely processing of inquiries from external and internal Planet Fitness customers.

Requirements

High School Diploma or equivalent required.
At least 3–5 years of experience of relevant customer contact experience required.
At least 2 years of directly managing teams supporting contact center operations and systems.
Demonstrated the ability, confidence, and leadership to manage a team.
Lead by example and build effective relationships by inspiring and supporting others.
Familiar with and actively upholds the Excel mission, values, vision, and culture, as well as the Planet Fitness brand.
Strong knowledge and familiarity of Planet Fitness operations and membership practices.
Proficient verbal and written skills to effectively communicate.
Proven ability to efficiently utilize system applications to assist with all member inquiries, process Proficiency in Microsoft Office, CRM systems and other related applications.
Exceptional verbal and written communication skills are required.
Ability to exercise excellent judgement and direct others clearly and effectively.
Courtesy, tact, and diplomacy are essential elements of this position when working with internal and external customers.
Punctuality, reliability, patience, and a strong willingness to go above and beyond.
Must have the ability to handle sensitive and confidential information.

Nice To Haves

At least 1 year of Excel Fitness leadership experience preferred.

Responsibilities

Lead by example while managing daily operations to ensure service standards are met and all policies, procedures, and protocols set by department director and the company are followed throughout the department.
Monitor and evaluate call quality scorecards monthly as required.
Oversee the Member Support Center scheduling process, including optimizing and monitoring breaks and lunches, to support call volume.
Assist with resolving agent questions/problems, developing independence and use of resources, and using solid judgement skills.
Act as a higher point of contact for escalated forms of communication from internal and external customers.
Measure and effectively manage department and individual performance, balancing coaching and development with accountability and corrective action as needed.
Coach and develop Member Support Center Supervisors to become exceptional leaders that align with Excel’s Mission and Core Values.
Ensure all staff members are meeting company standards by obtaining performance updates from Member Support Center Leadership team, auditing call performance, and reviewing trends of daily customer issues.
Cultivate the next generation of leaders within the department by proactively working with Member Support Supervisors to identify the strengths and training opportunities for each Member Service Support Agent. Encourage personal and professional development of the team by holding regular discussions to align individual goals with his/her Excel career path.
Address performance management issues with Member Support Supervisors and Member Service Support Agents in a timely manner. Collaborate with Human Resources to assess appropriate steps to coach and counsel staff members as required.
Lead the Member Support Supervisors in planning and implementing strategies to improve Member Support Center operations based on departmental objectives, as well as Excel Core Values.
Manage employee timecards and regularly review attendance trends. Address attendance issues in a timely manner with employees as necessary.
Communicate reminders and updates, current membership pricing, and other helpful information to all employees.
Participate in conference calls to ensure Member Support Center representation is present when department senior leadership is not available. Provide daily and weekly Member Support Center performance updates to upper management.
Attract, hire, and onboard new team members, including leadership roles, as needed to meet our business objectives.
Use data to drive improvement in key business metrics including member satisfaction, agent productivity, and employee engagement.
Collaborate with other department leaders to translate broader company goals into clear and understandable objectives for the Member Support Center.
Be the voice of our members to cross-functional partners who may modify, improve, or innovate products or solutions in support of effortless client experience and improved revenue.
Adhere to department budget expectations as set by Member Support Center senior management.
Serve as the point of contact for the MSC Leadership Escalation Line, on a rotation basis that includes weekends, and provide necessary leadership guidance to resolve significant business matters.
Perform additional duties as assigned.