Manager Call Center Operations

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business Since itsinceptionin 1957 Invited Clubs hasoperatedwith the central purpose of building relationships and enriching the lives of our members guests and more than17000 employees. We are the largest owner and operator of private clubs nationwide with over 130 country clubs city clubs and athletic clubs. Our Clubs offer first-class amenities including championship golf courses modern workspaces handcrafted cuisine resort-style poolsstate-of-the-artracquet facilities fitness centers and much bea part of this incredible and inclusive team atInvited Clubs!

Job Summary

The ClubLine Manager is responsible for leading the daily operations performance and continuous improvement of the ClubLine Contact Center. This role ensures the delivery of a hightouch consistent and efficient Member experience across all communication channels (voice eMail digital) while meeting established service level agreements (SLAs) quality standards and business objectives.

The Manager provides leadership to two supervisors and up to 20 representatives leads workforce planning and performance management and collaborates across the division including close partnership with Member Support and DROC. The ClubLine Manager is also responsible to advance process improvements technology enhancements and training initiatives that elevate Member satisfaction and operational excellence.

What Youll Do

Operational Leadership

• Oversee daytoday contact center operations to ensure efficiency service quality and Member satisfaction
• Monitor realtime and historical performance metrics including service level wait time abandonment productivity and quality scores
• Manage escalated Member and employee issues and ensure timely resolution and followthrough
• Establish and maintain operational rhythms including daily reviews team huddles and leadership reporting

Team Leadership & Development

• Lead coach and develop supervisors and representatives to drive accountability and engagement
• Oversee hiring onboarding scheduling performance management and corrective action processes
• Support ongoing training and professional development to ensure strong product knowledge and service consistency
• Foster a positive inclusive team culture focused on collaboration accountability and continuous improvement

Workforce & Performance Management

• Manage staffing models schedules and coverage to align with call volume and business demand
• Ensure adherence to attendance productivity and quality standards
• Partner with supervisors to conduct regular performance reviews and coaching sessions
• Monitor turnover and proactively implement retention strategies

Technology & Process Optimization

• Oversee contact center platforms dashboards alerts and reporting tools
• Partner with IT and Digital teams to implement system enhancements and new technologies
• Identify process gaps and lead initiatives to improve efficiency quality and Member experience
• Ensure SOPs are documented maintained and consistently followed

Reporting & Stakeholder Partnership

• Provide regular performance reporting and insights to leadership
• Collaborate with internal partners across Membership Operations Technology and Finance
• Support organizational initiatives and operational priorities impacting the contact center
• Contribute to strategic planning and execution aligned with Member Experience goals

Experience implementing process improvements and technology solutions with strong knowledge of AI and its practical applications

• 5 years of experience in a contact center or Member support environment including 2 years in a supervisory or people leadership role

• Strong background in performance management workforce planning and quality assurance
• Demonstrated ability to lead and develop teams in a highvolume service environment
• Experience implementing process improvements and technology solutions
• Excellent communication problemsolving and leadership skills
• Experience in Dial Pad Oracle HCM Microsoft Suite (Excel Word PowerPoint Teams M365) eLearning platforms

What Success Looks Like

• Achievement of service level and quality targets
• Improved Member satisfaction and resolution outcomes
• Team engagement retention and performance consistency
• Effective adoption of tools processes and best practices
• Strong partnership with crossfunctional stakeholders

What We Offer

We believe in taking care of our team and our Total Rewards package reflects that commitment. Your base pay will be determined by your skills experience education and location.

While not all roles at Invited Clubs are full-time those full-time team members have access to a comprehensive benefits package that includes:

• Medical dental and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs (time off as required by applicable law is also provided for part time team members)

Want to learn more Visitfor full details.

Have more questions Check out ourInvited Clubswebsite for more details aboutClubLife the Employee Experience Company Benefits and Our Culture. Be a part of our Social Networks:LinkedInInstagramTwitterFacebook

Invited Clubs is an Equal Employment Opportunity Employer

The job posting outlines the general requirements for this position and is not a comprehensive list of duties responsibilities or not mentioned here may be assigned as needed to ensure the smooth operation of the Club.

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