Call Center Member Support Supervisor - NC MLK Location

Position: Call Center Supervisor

Reports to: Call Center Manager

Department: Call Center Operations

Compensation: $17.00 $19.00 DOE

Purpose: Supervise and guide Call Center agents to ensure team performance meets department operational standards while delivering 1 customer service to internal and external customers.

Duties and Responsibilities:

• Monitor and evaluate agent performance provide learning or coaching opportunities and ensure department standards are met to drive 1 customer satisfaction.
• Assist with resolving agent questions/problems developing independence and use of resources and using solid judgement skills.
• Monitor evaluate and complete call quality scorecards on a monthly basis as designated by Call Center Leadership.
• Oversee the staff scheduling process including optimizing and monitoring breaks and lunches to support call volume and help identify coverage gaps and scheduling solutions to meet business needs.
• Monitor analyze and report on Call Center metrics to management on team performance and strategize to maintain department goals.
• Lead in the recruitment process to employ new talent while maintaining the agent onboarding process with Call Center management approval.
• Own employee relations process and make recommendations for disciplinary actions with Call Center management approval. Collaborate with HR to determine solutions and execute approved corrective action delivered to agents.
• Occasionally assist in answering inbound calls from customers based on call volume needs.
• Act as a point of contact for escalated forms of communication from internal and external customers.
• Maintain department inboxes process refunds and other items as designated by call center management and ensure items are completed within Excel Fitness standards.
• Help oversee the cleanliness of the Call Center.
• Perform additional duties as assigned.

Qualifications:

• Minimum of two 2 years Call Center experience preferred not required.
• Minimum of one 1 year Leadership experience supporting and supervising the work of a small team of employees.
• HS diploma or equivalent required and must be at least 18 years old.
• 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.

Supervisory Responsibility: This position supports management in the daily operation of the Call Center and has direct supervisor responsibility over a designated team of up to 15 agents. Will ensure team can adequately exhibit and maintain all Excel values principles policies and duties as well as meets established performance metrics.

Work Environment: This job operates in a professional office environment. This role regularly uses standard office equipment such as computers phones photocopiers filing cabinets and fax machines.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job the employee is regularly required to talk or hear. The employee frequently is required to stand sit talk and hear; walk; use hands to finger handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and ability to adjust focus.

Position Type/Expected Hours of Work: This is a fulltime nonexempt position. A nonexempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. The anticipated work schedule for this position will be set during normal Call Center hours of operation and determined by business need.

Travel: No travel is expected for this position.

EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment hiring career advancement and all other employment practices.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.