Call Center Manager

6 days ago

Rocky River, Ohio, United States Orangetheory - Franchise #0279 Full time $60,000 - $120,000 per year

Benefits:
  • 401(k)
  • 401(k) matching
  • Bonus based on performance
  • Competitive salary
  • Dental insurance
  • Employee discounts
  • Health insurance
  • Paid time off
  • Training & development
  • Vision insurance
  • Wellness resources


Overview
Please note this role is 100% in-person, based in Rocky River, OH. 


We are seeking a highly driven and organized Call Center Manager to lead our multi-studio call center representatives. This role is responsible for overseeing daily productivity, driving conversions, managing staff performance, and ensuring that every lead and member interaction reflects our standard of excellence. The ideal candidate is equal parts strategist, operator, and coach — able to translate data into decisions, build scalable processes, and foster a culture of accountability and engagement.
Key Responsibilities
  • Leadership & Team Management
    • Directly manage a team of remote call center representatives. 
    • Recruit, onboard, and train call center representatives as needed. 
    • Foster a high-energy, collaborative culture with daily engagement across remote channels.
    • Provide regular coaching and feedback to all representatives. 
  • Operations & Scheduling
    • Own the call center's schedule ensuring full coverage of operating hours. [Note: operating hours may change with business needs]. Manage representatives' paid time off requests responsibly. 
    • Monitor real-time touchpoints, productivity, and workflows to maximize rep efficiency.
    • Ensure cross-training of staff so all representatives are capable of handling both first class booking and closing memberships over the phone. 
    • Audit timecards and commission with integrity to ensure compliance. Submit payroll on time to payroll specialist bi-weekly. 
  • Conversion Strategy
    • Develop and execute sales outreach strategies across phone, SMS, email, and automation platforms. Create all scripts to reflect current promotions and/or events. 
    • Collaborate with the marketing team and market leaders on lead generation lists and campaign execution.
  • Data & Reporting
    • Produce daily, weekly, and monthly reporting on KPIs, including productivity, conversion, and referral rates.
    • Maintain scorecards and audit processes to track individual and team performance.
    • Forecast call volume, staffing needs, and booking targets, adjusting resources accordingly.
    • Lead weekly touch base call with market leaders to share updates and KPI progress. 
    • Present performance data and insights to senior leadership and studio partners.
  • Systems & Innovation
    • Identify gaps in reporting, workflows, or customer experience and implement scalable solutions.
    • Lead the development of automations, AI-driven outreach (if applicable), and process efficiencies.
What Success Looks Like...
  • Meeting and exceeding Key performance indicators: booking %, take rate, referral generation. Leading studios to a minimum of 60 intro opportunities per month. 
  • High employee engagement and retention driven by clear expectations, coaching, and culture.
  • Scalable systems in place for reporting, onboarding, training, and forecasting.
  • Operational excellence that allows studio teams to focus fully on in-person member experience and closing their first-time guests. 
Qualifications:
  • 2+ years of experience in call center operations, with at least 4 years in a management role.
  • Proven track record of driving sales through multi-channel outreach (phone, SMS, email, automation).
  • Strong analytical skills; ability to translate data into action.
  • Experienced in forecasting, workforce management, and KPI reporting. Advanced in excel and google workspace/suite. 
  • Excellent leadership, coaching, and people-development skills.
  • Thrives in a fast-paced, remote, multi-unit environment.
  • CRM and call center technology experience (RingCentral, Salesforce, Podium, or similar).
  • Adaptable, solutions-oriented, and highly communicative.
--
We Offer
  • Compensation
    • Base Salary, Quarterly Bonus potential based on performance
    • Paid time off (including your birthday) 
    • Paid Holidays
    • Benefits for full-time employees
  • Staff Rewards
    • Fitness certification discounts 
    • Retail employee discounts 
    • Workout for free at any of our 31 Orangetheory location
    • Employee Plus One Membership Discount
  • Great company culture
    • Staff workouts
    • Annual Holiday Party 
    • Quarterly workshops for on-going development 

About Thrive Venture Group (Franchisee, Area Developer)
Thrive Venture Group was founded in January of 2023. Headquartered in Cleveland, OH; TVG proudly operates 30+ Orangetheory Fitness studios, across three states: Arkansas, Ohio, and West Virginia. Thrive is comprised of deeply passionate people, led by franchisees who have been with the brand since 2014, on a mission to educate and empower people to be their best selves. This group is uniquely special in part by its active partnership with the Franchisor, Orangetheory Fitness Corporate aka "The Grove". Thrive is frequently sought out to pilot new brand initiatives and provide field level feedback, giving us the opportunity create an even greater impact for the entire network. 

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