Full Job Description
The YMCA of South Florida is now hiring a Call Center Lead. The Call Center Lead supports the Executive Director of Membership in executing Call Center operations. This includes staff supervision, hiring and training, escalation management, data analysis, strategy development, system expertise and monitoring, service to members and association staff. This individual is also responsible for coaching staff, case management, driving and supporting call center operations including significant direct service time with customers, members and staff. Responsible for fiscal and budgetary management of call center operations.
In coordination with Executive Director of Membership Sales and Revenue, determines staffing needs and schedules to assist existing and prospective members regarding their membership needs and to ensure the highest quality service.
Oversees assigned call center staff to ensure they are providing a quality experience to members focused on YMCA member experience standards.
Oversees Call Center department budget.
Provides a quality experience to members focused on YMCA member experience standards and maintain a strong engagement center team.
Accountable for Call Center deliverables and key performance indicators including inbound and outbound calls, driving tours appointments, program registrations and customer service standards
Proactively prospects for business via outbound sales calls.
Provides support to association staff on Daxko Operations.
Oversees interface with Information Technology on system use and troubleshooting matters.
Tracks, analyzes and provides useful information and action plans from membership statistics and oversee all functions of the membership database for the association.
Promotes a positive and productive work environment and maintain a strong service team; to members, potential members, and association staff.
Ensures that Call Center staff are up-to-date in pertinent Association information, YMCA policies and procedures.
Oversees Call Center shifts and department coverage that can vary depending on the lack of coverage needs.
Meets performance measurement through annual giving, major gifts, and/or endowment by telling the Y story and raising charitable dollars to fulfill our mission.
Lead the Call Center Team in implementing innovative ideas to improve membership operations.
Assists with marketing and updating Social Media accounts.
Makes outbound calls to prospects and follows up on calls to drive new business.
Adheres to all policies, guidelines, rules, and best practices as outlined by the YMCA of South Florida or directed by supervisor.
70% on calls including call monitoring and driving call center key performance metrics, 30% supervision and training Call Center Reps.
The schedule varies depending on the program, activity, meetings and special events.
Outgoing positive personality enjoys speaking to people.
Innate desire to provide excellent customer service.
Strong self-starter and initiator with a passion for customer service and relationship building.
Bachelor’s degree in business or related field.
Minimum of two years call center experience.
Minimum of two years of fiscal management and program/system development experience.
Minimum of one year of supervisory and volunteer development experience.
The ability to communicate in a friendly, courteous and professional manner when dealing with the public; this includes the ability to understand articulate and enforce YMCA policies and procedures in a positive manner.
Ability to address difficult member situations / conflicts in a professional and courteous manner and exudes excellent interpersonal skills
Ability to work independently, and as part of a team.
Ability to multi task and meet deadlines in a fast pace environment.
Organized, detail-oriented and problem solver.
Have a strong work ethic, excellent customer service skills; be punctual and reliable in attendance.
Excellent computer skills; proficient in Microsoft Excel and Word.
Must be able to work flexible hours including evenings, weekends, and holidays.
Bi-lingual, English and Spanish language strongly preferred.
Certificates and Licenses:
CPR/First Aid and AED certified within 90 days of employment.
As a condition of employment, you will be required to submit to and satisfactorily clear a thorough Level II fingerprinting background screening.
The YMCA of South Florida is a Drug Free Workplace and is committed to the policy of Equal Opportunity prohibiting discrimination in employment because of race, color, religion, gender, national origin, sexual orientation, political affiliation, age or disability.
Licenses & Certifications