Benefits:

401(k)

Bonus based on performance

Dental insurance

Health insurance

Parental leave

Training & development

Vision insurance

Position: Member Support Director

Reports to: Vice President of Operations

Department: Operations

Purpose: The Director of the Member Support Center plays a critical role in leading the call center operations and providing excellent service to our members and prospective members. This position requires a combination of strategic oversight and hands-on management to ensure a smooth operation that aligns with the organization's objectives.

Duties and Responsibilities:

Leadership and Team Management: Lead a team dedicated to member support, promoting a culture of empathy, professionalism, and responsiveness. Ensure team members are motivated, engaged, and equipped to provide high-quality service.

Strategic Planning and Execution: Develop and implement strategic plans to improve member satisfaction, adhering to budgetary constraints. Regularly assess the effectiveness of these strategies and adjust as needed.

Operational and Technological Management: Oversee the operational and technological infrastructure of the member support center, including VoIP, CRM, and ticketing systems. Ensure systems are efficient, up-to-date, and meet the needs of both internal and external customers.

Training and Development Collaboration: Work in partnership with Training and Development teams to ensure staff are well-trained, knowledgeable, and prepared to meet the evolving needs of our members.

Multi-location Oversight: Manage multiple support center locations, including remote teams out of state, to maintain consistent service standards across all sites.

Senior Management Collaboration and Reporting: Collaborate with senior management to implement member-focused initiatives. Regularly report on center performance, challenges, and successes to the Vice President of Operations and other executives, providing insights and recommendations for continuous improvement.

Resource Management: Utilize effective resource management strategies to enhance business outcomes and maximize the impact of technology on member service delivery.

Feedback Analysis and Reporting: Analyze member feedback and provide regular reports on trends, issues, and opportunities to senior management, driving operational improvements and informed decision-making.

Qualifications:

Bachelor's degree required. Equivalent related work experience or combination of experience and education may be considered in lieu of Bachelor’s degree.

At least 10 years of progressive and relevant customer contact experience and at least four years of directly managing teams supporting contact center operations and systems is required.

Proven ability to work in a dynamic and agile environment.

Proven ability to stay up to date of changes in the member contact industries.

Challenges the status quo and looks for ways to improve team or organizational performance.

Excellent communication skills with internal and external customers with varying degrees of contact center knowledge.

Supervisory Responsibility: This position will manage the Call Center Managers of the Central and Atlantic Member Support Centers and is responsible for the performance management and hiring of these team members.

Budgetary Responsibility: This position prepares an annual budget and is accountable for all department expenditures and variances.

Work Environment: This job primarily operates in a professional office and routinely uses standard office equipment such as computers, photocopiers and printers, and phones.  The noise level in the work environment is usually quiet while in the office and loud when in the club. 

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.

Requires good hand-eye coordination, arm, hand and finger dexterity, including the ability to grasp.

Occasionally required to climb, balance, stoop, kneel, crouch or crawl.

Occasionally required to climb and stand on a ladder approximately 8 feet in height and work on lifts.

Must frequently lift and move up to 25 pounds and occasionally lift and move objects up to 75 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Visual acuity to use a keyboard, operate equipment, and read technical information.

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 are Monday through Friday, between 8:00 a.m. and 5:00 p.m. This position will regularly work outside of normal business hours, including evenings and weekends as needed to coincide with operational needs, complete job responsibilities, and/or when traveling for business. 

Travel: Up to 25% travel may be expected for this position. Must be willing to travel based on company need to all locations and work sites, as necessary within a reasonable timeframe, either by driving or flying. Overnight trips will be necessary when 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.

Employees at a franchise location are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ neither dictates nor controls labor or employment matters for franchisees or their employees, and does not retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.