Member Care Manager
Found in: Lensa US P 2 C2 - 2 weeks ago
SUMMARY
iFIT's vision is to create the world's most holistic health and fitness platform, integrating all elements of health - physical fitness, mental health, nutrition, and active recovery - into a seamless interactive experience. We develop proprietary software that learns and adjusts to the habits of each person as it delivers immersive content that guides them on their fitness journey.
We are currently seeking an ambitious pace-setter to join our team as a Member Care Manager, remotely or hybrid in Logan, UT.
ROLE COMMITMENTS
* Promote a positive work environment and empower teams to drive overall success
* Improve FCR percentage
* Drive member obsession in support of the athlete
* Promote cross-functional team work in a supportive and positive manner
* Develop and implement policies and procedures to streamline operations for overall quality and sustainability
* Drive eNPS participation to support overall employee satisfaction
ESSENTIAL DUTIES AND RESPONSIBILITIES
* Help encourage a positive and professional work environment.
* Work with and support Supervisors and Team Leads.
* Participate in the hiring and onboarding of new agents.
* Update the team's statistics - via the latest tracking medium.
* Monitor team queue to ensure agent reps are on the phone.
* Collect data to show improvement or areas that need improvement on.
* Coach leadership team on any company policies and team development.
* Work closely with executive-level stakeholders, data analysts, and the training department.
* Work closely with WorkForce management to find proper scheduling blocks based on the needs of the business.
* Teach and motivate the leadership team to actively participate in call floor programs as discussed by management.
* Assist in planning and facilitating team meetings to relay new policies and procedures to the team.
* Set goals with agents to increase performance and productivity to meet minimum performance metrics.
* Outline detailed action plans to help agents improve their stats, performance, and attendance
* Review orders and make appropriate corrections.
* Review Customer files to ensure thorough documentation, troubleshooting, and order placement if necessary.
* Review, evaluate, and report agent needs, areas of concern, and agent certifications.
* Participate in programs to help agents improve.
* Provide sales training and tips to increase revenue for iFIT membership sales, parts, service, and warranty sales.
* Have a working knowledge of web-based computer systems.
* Ensure the workspace is kept clean and tidy. Agent desks should be professional in upkeep.
* Administer corrective actions for any item that is detrimental to providing the customer with the best experience possible.
* Occasional on-call duty to support direct reports
* Other duties as assigned
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