Call Center Manager

　　Full Time • Remote Flexible - US

　　The Call Center Manager at British Swim School Bay Area recruits, trains, coaches, develops and retains a dynamic operations staff of Call Center Representatives to improve enrollments of students in the British Swim School Aquatics Program. Results are achieved through analysis, strategic planning, execution and leadership, promoting performance of the day to day operations of the business.

　　Knowledge, Skills, and Abilities

　　Enthusiastic, assertive personality with strong relationship and customer service skills.

　　Effective and Influential Leadership in a fun environment built on Trust.

　　Written and oral communication skills

　　Strong Business Acumen with collaboration skills.

　　Disciplined to follow schedules and enforce safety procedures.

　　Ability to lead, supervise, train and coach associates, to include organizing, prioritizing, and scheduling work assignments.

　　Critical Thinking, Problem Solving, Analysis, Strategic Planning.

　　Roles and Responsibilities

　　Reports to and communicates directly with the Director of Operations and Franchise Business Owner.

　　Hire, supervise, support, train, coach, develop and retain a dynamic team of Call Center Representatives.

　　Identify areas of opportunities, develop and execute action plans to address challenges and improve results in enrollments, revenue and expense containment through call center employees.

　　Systems ownership to creatively develop more efficient approaches towards CRM use and standard operating procedures in sales and customer service.

　　Administration of all customer services policies and work with team to recommend and implement policy changes as needed.

　　Lead CSR development by coordinating initial and continued training while conducting regular performance evaluations and coaching when necessary. Works with Customer

　　Service Supervisor when recognizing a need for employee disciplinary action, grievance documentation, performance improvement plans, and/or excellent performance recognition.

　　POC for unusual/escalated customer service matters, and all other immediate issues related to sales and customer service internally.

　　Representing the voice of the customer and CSR in leadership and cross-functional discussions to ensure customers and staff alike are seeing improvement on a companywide

　　Conduct Training, Reviews, Recognition and Individual Development of Call Center Staff.

　　Manage underperforming call center associates utilizing Personal Improvement Plans, Coaching and Disciplinary Tools to improve or terminate unsatisfactory performance with consultation of Franchise Business Owner and General Manager where applicable.

　　Manage staff schedule of call center team including time off requests.

　　Manages ongoing reporting, proactively recommends changes needed to staffing, policies or other service issues.

　　Attending appropriate ongoing training locally and with corporate.

　　Participates in monthly leadership meetings and weekly calls as needed.

　　Other responsibilities as assigned by the Franchise Business Owner and Director

　　Qualifications

　　Bachelor's Degree or relevant experience.

　　4+ years management experience in a call center

　　Successful completion of relevant training, including, but not limited to POS (JackRabbit), Scheduling, Billing, Deck Ambassador and Call Center.

　　Flexible work from home options available.

　　Compensation: $25.00 - $30.00 per hour

　　Working at British Swim School is so much more than just a job...it’s an opportunity to leave a legacy that may transform a child’s life.

　　Since 1981, British Swim School has been offering swimming lessons for babies, children, and adults, focusing first on critical water survival skills needed to survive a water accident, then progressing to stroke development and more advanced skills. Dubbed as one of the fastest-growing franchises in the U.S. and Canada, we teach over 27,000 swimming lessons per week using our signature fun and gentle methods.

　　The British Swim School team is a nationwide franchise system of independent business owners who are dedicated to our mantra of ‘Survival of the Littlest’ for their local families.

　　Why join British Swim School?

　　Safe & happy work environment – where else might you get to sing at work?

　　Flexible work schedules and hours – making this a great role for students, parents and anyone with a busy lifestyle!

　　Rewarding job with competitive pay – all while making a true difference in your community!

　　Each franchise location is independently owned and operated by a franchisee (franchise owner). Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to British Swim School Corporate.