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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and management capabilities, focusing on team development, operational efficiency, and member satisfaction. Proficient in call center management practices and compliance with labor laws, ensuring effective service delivery and employee engagement.
Highest-signal resume keywords
Call Center ManagementTeam LeadershipConflict ResolutionHuman Resources PracticesCustomer Service Excellence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Call Center Management ApplicationsService Quality Assurance ProgramsWorkforce Management SoftwareMicrosoft Office SuiteNegotiation SkillsPerformance AppraisalTraining DeliveryProject ManagementData AnalysisLabor Law Compliance
Soft Skills
Professional CommunicationCoaching SkillsInterpersonal SkillsOrganizational SkillsTime Management
Certifications & Qualifications
Bachelor's DegreeValid Driver's License
Industry Keywords
Customer ServiceEmployee DevelopmentContinuous LearningCorporate LeadershipWorkplace Safety
About the role
Key responsibilities & impact- Ensure effective service to members/insureds and manage people, operations, and projects for the work group
- Implement and manage achievement of the strategic business plan
- Apply principles and best practices to achieve member satisfaction, productivity, and corporate leadership goals
- Sustain a continuous learning environment focused on job knowledge, customer service skills, and workplace safety
- Assume responsibility for service and operational activities during the Team Manager's absence
- Coach and develop team members through continual education and enrichment
- Communicate with team members through individual and group meetings
- Foster employee satisfaction, development, growth, retention, and adherence to company culture and values
- Identify training needs, ensure training delivery, review training effectiveness, and recommend enhancements
- Direct staff handling of member service issues and resolve escalated conflicts, special service needs, dissatisfaction, payment issues, contract station obligations, and adverse service conditions
- Interview, screen, hire, promote, and terminate team members; review staffing changes
- Prepare and conduct performance appraisals and take corrective action when necessary
- Ensure compliance with Club policies, safety procedures, and federal and state labor laws
- Analyze operating activities and report to management
- Participate in committees and special projects recommending changes to operating methods, business plans, and training curriculum
- Support leadership development through annual Leadership Development Units
- Participate in live call taking, development, training, and local contingency and disaster-readiness planning
- Exercise discretion and independent judgment in promotions, coaching, culture implementation, project participation, and escalated issue resolution
Requirements
What you’ll need- Bachelor's degree or equivalent combination of education and experience
- 4-6 years of call center customer service experience
- Professional verbal and written communication skills
- General management, organizational and time management skills
- Proven effectiveness negotiating and resolving complaints on an escalated level
- Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and industry best practices
- Strong coaching, interpersonal, and presentation skills
- Leadership ability to motivate a group of employees toward a desired result
- Current knowledge of Human Resources practices, including wage and hour and labor law
- Proficiency with Microsoft Office software, including Outlook, Word, PowerPoint, Excel, and Access
- Ability to travel for seminars, meetings, and committees
- Ability to be on call and available 24 hours a day, seven days a week
- Valid driver's license, acceptable Department of Motor Vehicles record, and minimum liability insurance issued by the state
- Occasional travel to off-site business meetings or conferences (5%)
Benefits
Comp & perks- Health coverage for medical, dental, vision
- 401(K) saving plans with company match
- Tuition assistance
- Floating holidays and PTO for community volunteer programs
- Paid parental leave
- Wellness programs
- Employee discounts (membership, insurance, travel, entertainment, services and more!)