Enrollment Sales Manager (Call Center)
Full Time • Hybrid - US
Location: Remote (ACCEPTING APPLICANTS WHO ARE LOCATED WITHIN THE SAN FRANCISCO BAY AREA ONLY )
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.
Job Type: Full-time
Salary: $25.00 - $30.00 per hour
Benefits:
Dental insurance
Health insurance
Paid time off
Vision insurance
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.
Job Type: Full-time
Salary: $25.00 - $30.00 per hour
Benefits:
Dental insurance
Health insurance
Paid time off
Vision insurance
Flexible work from home options available.
Compensation: $55,000.00 - $65,000.00 per year
Working at British Swim School is more than just a job; it’s a chance to create a lasting impact that could change a child's life.
As part of the British Swim School Team, you play a role in your local community, empowering others and sharing your passion. It’s a chance to be part of a fun-loving team of dedicated people who are committed to promoting water safety and a lifelong love of the water.
While we teach swimming to people of all ages and abilities, most of our students are preschool and elementary-aged kids. Our instructors should like working with this age group and be good at making parents feel comfortable. It's helpful if you have experience with children or in a child-focused job, but it's not required if you can show the right attitude. The job comes with specialized training in our advanced and unique British Swim School approach.
We also have exciting opportunities with our Customer Service Team, even if you're not in the pool. These are the people committed to providing the best service in the industry. In these roles, you might talk to parents on the phone or by the pool. Wherever you are, the aim is to make everyone feel like part of the British Swim School Family as we focus on ensuring the “Survival of the Littlest.”
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.
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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!
A rewarding job with competitive pay
All while making a true difference in your community!
Opportunities for professional growth and development
We believe in investing in our team member's skills and knowledge, providing a pathway for career advancement and personal success.