Gold's Holding Corp

Director Outbound Call Center

US-TX-Irving
Job ID
2017-11818
Gold's Holding Corp-Customer Care Center

Overview

Overview:

  • Partnering with VP, Revenue Management to innovate, grow and develop the Outbound Call Center capabilities
  • Leading, guiding and motivating the team of Centralized Membership Advisors (CMAs) to work together, achieve team KPIs and deliver the best possible guest experience, while supporting the gym teams by selling memberships and driving internet web lead traffic to the field through appointment shows and walk-in traffic
  • Innovating and guiding the CMAs through the creation of new processes to provide Centralized Lead services to our Franchisees
  • Creating new processes within the Outbound call center to support Company-wide launch of new initiatives and programs and support our Corporate Sales team
  • Partnering with gym teams to oversee the implementation of a new CRM solution Company-wide
  • Other Special Projects as assigned by VP, Revenue Management

Responsibilities

Responsibilities:

  • Recruit, train, lead and evaluate Centralized Membership Advisors
  • Continue to refine and perfect membership phone sales
  • Communication program vision, set performance expectations and provide updates on performance
  • Own the roll out, partnership and continued education about the CMA program to all gyms
  • Analyze and understand the team’s execution delivery, while maintaining flexibility to change it as needed
  • Provide detailed statistical feedback on performance of team members for evaluation and compensation purposes
  • Create and analyze multiple reports on a daily, weekly, and monthly basis to guide team in attaining / exceeding expectations
  • Monitor the team’s lead by lead response time, quality of call, execution, notation & workbook detail, and all communication pieces

Qualifications

Qualifications:

  • Bachelor’s Degree
  • Team builder and leader
  • A minimum of 3-5 year gym experience and 2-3 year management experience preferred
  • Strong work ethic, detail oriented, and passion for excellence
  • Effective communication skills
  • Ability to tackle new and unfamiliar tactical and strategic challenges and excels in both team and self-directed settings
  • Ability to solve practical problems in a timely manner while dealing with a level of ambiguity
  • Excellent customer service skills including clear communication, fast responses, quick thinking
  • Highly competent in objection handling
  • Familiarity with basic sales metrics and business principles & practices
  • Knowledge of CRM systems (Salesforce, ClubOS, etc.)

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