Full Job Description
The YMCA of South Florida is currently hiring a Call Center Manager. Manager plans, coordinates, develops and monitors Call Center operations. This includes fiscal management, data analysis, strategy development, system expertise and monitoring, service to members and association staff. Also responsible for recruiting, hiring, training, supervising and evaluating employees to ensure staff are representative of the mission of the Y.
Determines staffing needs and schedules to assist existing and prospective members regarding their membership needs and to ensure the highest quality service.
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 prospecting for business via outbound sales calls
Provide support to association staff on Daxko Operations
Interface with Information Technology on system use and troubleshooting matters.
Act as primary liaison between the association and Daxko for service- and technical-related matters.
Track, analyze and provide useful information and action plans from membership statistics and oversee all functions of the membership database for the association.
Promote a positive and productive work environment and maintain a strong service team; to members, potential members, and association staff.
Keep all staff up-to-date in pertinent information, YMCA policies and procedures.
Responsible for overseeing the entire department and therefore, the schedule varies depending on the program, activity, meetings and special events.
Responsible for shifts and department coverage that can vary depending on the lack of coverage needs.
Meet performance measurement through annual giving, major gifts, and/or endowment by telling the Y story and raising charitable dollars to fulfill our mission.
Contribute and implement innovative ideas to improve membership operations.
Assisting with marketing and updating Social Media accounts.
Participate in Annual Community Campaign and events.
Adheres to all policies, guidelines, rules, and best practices as outlined by the YMCA of South Florida or directed by supervisor.
90% on calls including call monitoring and driving call center key performance metrics
10% supervision and training Call Center Reps
Proven call center sales experience preferred
Bachelor’s degree and/or two to three years related knowledge and experience that includes supervision, fiscal management, program/system development, staff and volunteer development.
Positive attitude and previous experience with diverse populations
The ability to demonstrate a friendly, courteous and professional manner when dealing with members and the ability to understand, articulate and enforce YMCA policies and procedures in a positive manner.
Strong self-starter and initiator with a passion for service and relationship building.
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 and detail-oriented.
Ability to problem solve.
Have a strong work ethic, excellent customer service skills, be punctual and reliable in attendance.
Excellent computer skills and experience with standard business software i.e. Microsoft Excel and Word.
Must be able to work flexible hours including evenings, weekends, and holidays.
Ability to respond to safety and emergency situations.
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