Position: Member Support Center Manager
Reports to: Member Support Center Director
Department: Member Support Center
Purpose: Works closely with the Member Support Center director to lead assigned site operations and supervise all representatives to assure high-quality, efficient, and timely processing of inquiries from external and internal Planet Fitness customers.
Duties and Responsibilities:
- Lead by example while managing daily operations to ensure service standards are met and all policies, procedures, and protocols set by department director and the company are followed throughout the department.
- Monitor and evaluate call quality scorecards monthly as required.
- Oversee the Member Support Center scheduling process, including optimizing and monitoring breaks and lunches, to support call volume.
- Assist with resolving agent questions/problems, developing independence and use of resources, and using solid judgement skills.
- Act as a higher point of contact for escalated forms of communication from internal and external customers.
- Measure and effectively manage department and individual performance, balancing coaching and development with accountability and corrective action as needed.
- Coach and develop Member Support Center Supervisors to become exceptional leaders that align with Excel’s Mission and Core Values.
- Ensure all staff members are meeting company standards by obtaining performance updates from Member Support Center Leadership team, auditing call performance, and reviewing trends of daily customer issues.
- Cultivate the next generation of leaders within the department by proactively working with Member Support Supervisors to identify the strengths and training opportunities for each Member Service Support Agent. Encourage personal and professional development of the team by holding regular discussions to align individual goals with his/her Excel career path.
- Address performance management issues with Member Support Supervisors and Member Service Support Agents in a timely manner. Collaborate with Human Resources to assess appropriate steps to coach and counsel staff members as required.
- Lead the Member Support Supervisors in planning and implementing strategies to improve Member Support Center operations based on departmental objectives, as well as Excel Core Values.
- Manage employee timecards and regularly review attendance trends. Address attendance issues in a timely manner with employees as necessary.
- Communicate reminders and updates, current membership pricing, and other helpful information to all employees.
- Participate in conference calls to ensure Member Support Center representation is present when department senior leadership is not available. Provide daily and weekly Member Support Center performance updates to upper management.
- Attract, hire, and onboard new team members, including leadership roles, as needed to meet our business objectives.
- Use data to drive improvement in key business metrics including member satisfaction, agent productivity, and employee engagement.
- Collaborate with other department leaders to translate broader company goals into clear and understandable objectives for the Member Support Center.
- Be the voice of our members to cross-functional partners who may modify, improve, or innovate products or solutions in support of effortless client experience and improved revenue.
- Adhere to department budget expectations as set by Member Support Center senior management.
- Serve as the point of contact for the MSC Leadership Escalation Line, on a rotation basis that includes weekends, and provide necessary leadership guidance to resolve significant business matters.
- Perform additional duties as assigned.
Qualifications:
- High School Diploma or equivalent required.
- At least 3–5 years of experience of relevant customer contact experience required.
- At least 2 years of directly managing teams supporting contact center operations and systems.
- At least 1 year of Excel Fitness leadership experience preferred.
- Demonstrated the ability, confidence, and leadership to manage a team.
- Lead by example and build effective relationships by inspiring and supporting others.
- Familiar with and actively upholds the Excel mission, values, vision, and culture, as well as the Planet Fitness brand.
- Strong knowledge and familiarity of Planet Fitness operations and membership practices.
- Proficient verbal and written skills to effectively communicate.
- Proven ability to efficiently utilize system applications to assist with all member inquiries, process Proficiency in Microsoft Office, CRM systems and other related applications.
- Exceptional verbal and written communication skills are required.
- Ability to exercise excellent judgement and direct others clearly and effectively.
- Courtesy, tact, and diplomacy are essential elements of this position when working with internal and external customers.
- Punctuality, reliability, patience, and a strong willingness to go above and beyond.
- Must have the ability to handle sensitive and confidential information.
Supervisory Responsibility: This position manages all Team Players of the Member Support Center, including Assistant Managers and Supervisors. Shares responsibility for the performance management and hiring of the Team Players within the department.
Work Environment: This job operates in a professional office environment. This role regularly uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands: The physical demands described here are representative of those that a Team Player must meet to successfully perform the essential functions of this job.
- Regularly required to talk and hear.
- Frequently required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work: This is a full-time, exempt position. Under the Regulations, Part 541, an exempt Team Player is one who is not entitled to the minimum wage or overtime pay protections of the Fair Labor Standards Act (FLSA).
Standard work days and hours will be set during normal Member Support Center hours of operation and determined by business need. This position may be required to work on the weekends, evenings, and/or overnight hours as needed.
Travel: Up to 10% travel is expected for this position to attend employee events, trainings, and conferences. Overnight trips may be necessary if traveling outside of the local area.
EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Team Player for this job. Duties, responsibilities, and activities may change at any time with or without notice.
JOIN THE CLUB.
Enhancing people’s lives with an affordable, high-quality fitness experience requires a team of inspiring, motivated and fun-loving go-getters. As one of the largest and fastest-growing franchisors and operators of fitness centers in the United States, Planet Fitness is just getting warmed up. We’re continuously seeking top talent to join us in cultivating the Judgement Free Zone® and shaping the future of our brand. With more than 2,000 locations in all 50 states, the District of Columbia, Puerto Rico, Canada, the Dominican Republic, Panama, Mexico and Australia, there’s plenty of opportunity on our Planet and we are always looking for talented individuals to join our team!
Our member mission says it best: our product is a tool, a means to an end; not a brand name or a mold maker, but a tool that can be used by anyone. To use our product, members need to feel inspired and motivated. That’s where you come in. If you’re looking for a place where you can make a difference in a customer’s life, you’ve found it. Come to add your mojo to the Judgement Free Zone, but stay for the feeling that you’re making a difference on our Planet.
TO FIND YOUR PERFECT FIT, SEARCH FOR A CLUB OPPORTUNITY NEAR YOU.
