24 Hour Fitness, INC. Manager, Member Care in Carlsbad, California
LOCATION 1265 Laurel Tree Lane Suite 200 Carlsbad CA 92011
The position of Member Care Manager (MCM) provides leadership and operational management for the Member Care Specialists within the Member Care Department and supports the call centers to ensure quality performance standards are being met. The MCM will also manage escalations received through our Executive Leadership Team, Better Business Bureau, Legal Dept, Public Relations, Loss Prevention, Risk Management and Field Staff to ensure resolution in a timely manner. The MCM will have key Knowledge Base (KB) responsibilities which includes making sure that KB articles are kept current and new KB articles are created. This role will identify call trends and agents' lack of training, to optimize the usability, accuracy, relevance and freshness of Knowledge Base content. The MCM will partner with various business stakeholders to help in the development of member service training materials, policies and processes that focuses on delivering the best service possible to our members and team members.
ESSENTIAL DUTIES & RESPONSIBILTIES Estimated % of Time Spent
Member Care Management
Manage the day-to-day operations of the Member Care Department to maintain a safe, fair, and open work environment.
Make decisions that maximize profitability for the company while maintaining customer loyalty.
Partners with members, club management and call center agents as needed to resolve escalated issues to improve the member experience and maintain member loyalty.
Determine final resolution of escalated member issues.
Maintain a working knowledge of all products, processes and systems.
Liaison to Center Operations Manager to help improve service being provided to members.
Assists the leadership team with highly escalated member issues and provides guidance on policies and system execution.
Mentor and develop team members to foster an environment in which they can excel through empowerment.
Oversee staffing schedules and ensure schedule adherence.
Plans, coordinates and manages tasks of direct reports.
Develop the team's goals and objectives.
Provide performance reviews, merit recommendations, written warnings and appropriate discipline.
Partners with QA Manager to calibrate member care calls.
Ensures resolutions are a "win-win" for both the member and the business.
Create team efficiencies through creating and refining policies and procedures. 60%
Strategic Decision Making
Make strategic decisions that impact the Member Care Department.
Identify escalated contact trends and recommend plans to reduce calls that may involve policy or process changes within the organization.
Develop and deploy training materials to help reduce member escalations.
Assist with programs through requirement gathering, testing, and feedback from policy changes.
Analyze statistics using reports and anomalies related to system issues, escalations or process discrepancies to the Transaction Processing Manager or Call Center Operations Manager.
Keep ahead of industry's developments and apply best practices to areas of improvement. 20%
Knowledge Base (KB) Content Management
Identify and document processes or data deficiencies and recommend solutions
Compiling reports into an easily understood operational vision
Assists in the development of KB articles and scripting process flows
Develops and maintains a superior level of knowledge of quality processes, complaint resolution, and system applications
Participate in the ongoing management of the Knowledge Base system
Create structure whereby system functionality documentation is standardized, imbedded in everyday processes and easily consumed by vendor
Conducts audits and provides feedback to reduce errors and improve processes and performance.
Participates in call calibration sessions and assists in the identification of agents needing coaching.
This position reports to the VP of Member Services at the Member Support Center (MSC) office in Carlsbad. The Member Care Manager works collaboratively and communicates effectively with Marketing, Treasury, Information Technology, Reporting, Transaction Processing, and Team Members. The MCM will also be responsible for our Better Business Bureau relationship and results of incoming complaints to ensure compliance of all rules and standards set forth by the BBB are handled within the allotted timeframe. Responsible for maintaining the highest-level rating to protect our accreditation status. This position has direct reports and must possess the ability to effectively supervise Team Members.
Knowledge, Skills & Abilities
Knowledge, skills & abilities: Knowledge of the call center industry, technical competency with call center applications and software programs and thorough understanding of the overall policies.
Communications Skills: Communicates effectively with all levels of the organization, is well spoken and able to convey needs and direction to staff clearly. Demonstrate excellent written and negotiations skills.
Critical Thinking Skills: Ability to define problems, collect data, establish facts, and draw conclusions based on correspondence, calls and/or various computer screens using sound judgment and with a win-win attitude.
Ability to think strategically and lead change
Exceptional People Skills: Ability to establish trust with employees and able to address staff's concerns. Excellent leader skills include leading by example, demonstrating loyalty to staff. Is decisive and truly wants others to succeed.
Minimum Educational Level/Certifications
- Bachelor's degree or work equivalent.
Minimum Work Experience and Qualifications
5+ years in customer service and call center environments.
Previous experience managing a team
Physical Demands/ Environmental Conditions
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, listen and talk. The employee is occasionally required to walk, reach with hands and arms: and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, and ability to adjust focus. The noise level in the work environment is usually moderate.
- Occasional travel may be required.
FUNCTIONAL GROUP Corporate Operations