Enrollment Sales Manager

6 hours ago


South San Francisco, California, United States British Swim School of Bay Area Full time
Job DescriptionJob Title: Enrollment Sales Manager

Location: Remote (ACCEPTING APPLICANTS WHO ARE LOCATED WITHIN THE SAN FRANCISCO BAY AREA ONLY )

The Enrollment Sales Manager at British Swim School Bay Area is responsible for recruiting, training, coaching, developing, and retaining a dynamic operations staff of Call Center Representatives to improve enrollments of students in the British Swim School Aquatics Program. Results are achieved through analysis, strategic planning, execution, and leadership, promoting performance of the day-to-day operations of the business.

Key Responsibilities:

• Hire, supervise, support, train, coach, develop, and retain a dynamic team of Call Center Representatives.
• Identify areas of opportunities, develop, and execute action plans to address challenges and improve results in enrollments, revenue, and expense containment through call center employees.
• Systems ownership to creatively develop more efficient approaches towards CRM use and standard operating procedures in sales and customer service.
• Administration of all customer services policies and work with team to recommend and implement policy changes as needed.
• Lead CSR development by coordinating initial and continued training while conducting regular performance evaluations and coaching when necessary. Works with Customer Service Supervisor when recognizing a need for employee disciplinary action, grievance documentation, performance improvement plans, and/or excellent performance recognition.
• POC for unusual/escalated customer service matters, and all other immediate issues related to sales and customer service internally.
• Representing the voice of the customer and CSR in leadership and cross-functional discussions to ensure customers and staff alike are seeing improvement on a companywide basis.
• Conduct Training, Reviews, Recognition, and Individual Development of Call Center Staff.
• Manage underperforming call center associates utilizing Personal Improvement Plans, Coaching, and Disciplinary Tools to improve or terminate unsatisfactory performance with consultation of Franchise Business Owner and General Manager where applicable.
• Manage staff schedule of call center team including time off requests.
• Manages ongoing reporting, proactively recommends changes needed to staffing, policies, or other service issues.
• Attending appropriate ongoing training locally and with corporate.
• Participates in monthly leadership meetings and weekly calls as needed.
• Other responsibilities as assigned by the Franchise Business Owner and Director.

Requirements:

• Bachelor's Degree or relevant experience.
• 4+ years management experience in a call center.
• Successful completion of relevant training, including, but not limited to POS (JackRabbit), Scheduling, Billing, Deck Ambassador, and Call Center.
• Job Type: Full-time

Salary: $25.00 - $30.00 per hour

Benefits:

Dental insurance
Health insurance
Paid time off
Vision insurance

Flexible work from home options available.



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