Robert Half · 2 weeks ago
CALL CENTER - Manager Member Experience (up to $90,000 +15% Bonus (Miami/Blue Lagoon - 2 days Remote)
United States
Full-time
Remote
Mid, Senior Level
$80K/yr - $90K/yrRobert Half is a reputable organization under a corporate umbrella of a well-known nationwide chain, seeking a Manager - Member Experience in a Call Center setting. The role is focused on overseeing day-to-day responsibilities of a mini Call Center department while managing a team and ensuring excellent customer support for franchisees.
ConsultingHuman ResourcesRecruitingSecurity
Responsibilities
Oversees a mini Call Center department's day-to-day responsibilities while also performing the functions hands-on
Responds promptly to franchisee owner inquiries via phone, email, and other communication channels; Instructs members on website resources regarding, equipment and/or repairs, supplier relations, employee applications and other inquiries; Provides detailed information about available services and offerings to franchisees
Onboards new franchise owners by facilitating a virtual overview of the on-line support services available
Manages, handles and troubleshoots escalated or special needs efficiently, assisting team with problem solving; Follows up on unresolved issues to guarantee timely solutions; Collaborates with various departments to ensure franchisee needs are met effectively; Ensures department records of interactions are maintained according to compliance
Oversees 5-7 staff, monitoring individual employee performance targets and department productivity to meet overall goals; Coordinates activities, rolls-out new or seasonal initiatives, provides continuous guidance on tools and training, identifies opportunities on efficiencies; engaging team focus on best class customer service for member experience
Serves as the primary contact for department, corresponding and responding to information requests from managers and executive leadership; updates a reference log for on-going data requested or special initiatives to expedite response time; creates reports and presentations for internal business review
Qualification
Required
CALL CENTER Management Experience
KPI reporting and CRM software experience
Service Provider Industry (Quick Service Restaurant, most ideal)
Bachelor's degree in Business Administration or related
Proficiency with English oral and written skills
Benefits
Majority of Medical paid for Employee
Generous Holidays (10days)
Paid PTO (18 days)
401k
Other Insurances available
Free Parking for when in-office
Company
Robert Half
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Founded in 1948
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Keith Waddell
President and CEO
Paul Gentzkow
President and Chief Executive Officer, Talent Solutions
Recent News
EIN Presswire
2025-04-14
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