Manager Call Center Operations

Job Description Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited Clubs has operated with the central purpose of building relationships and enriching the lives of our members, guests and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with over 130 country clubs, city clubs, and athletic clubs. Our Clubs offer first‑class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort‑style pools, state‑of‑the‑art racquet facilities, fitness centers, and much more. Come be a part of this incredible and inclusive team at Invited Clubs! Job Summary The ClubLine Manager is responsible for leading the daily operations, performance, and continuous improvement of the ClubLine Contact Center. This role ensures the delivery of a high‑touch, consistent, and efficient Member experience across all communication channels (voice, eMail, digital) while meeting established service level agreements (SLAs), quality standards, and business objectives. The Manager provides leadership to two supervisors and up to 20 representatives, leads workforce planning and performance management, and collaborates across the division, including close partnership with Member Support and DROC. The ClubLine Manager is also responsible to advance process improvements, technology enhancements, and training initiatives that elevate Member satisfaction and operational excellence. What You’ll Do Operational Leadership Oversee day‑to‑day contact center operations to ensure efficiency, service quality, and Member satisfaction Monitor real‑time and historical performance metrics including service level, wait time, abandonment, productivity, and quality scores Manage escalated Member and employee issues and ensure timely resolution and follow‑through Establish and maintain operational rhythms including daily reviews, team huddles, and leadership reporting Team Leadership & Development Lead, coach, and develop supervisors and representatives to drive accountability and engagement Oversee hiring, onboarding, scheduling, performance management, and corrective action processes Support ongoing training and professional development to ensure strong product knowledge and service consistency Foster a positive, inclusive team culture focused on collaboration, accountability, and continuous improvement Workforce & Performance Management Manage staffing models, schedules, and coverage to align with call volume and business demand Ensure adherence to attendance, productivity, and quality standards Partner with supervisors to conduct regular performance reviews and coaching sessions Monitor turnover and proactively implement retention strategies Technology & Process Optimization Oversee contact center platforms, dashboards, alerts, and reporting tools Partner with IT and Digital teams to implement system enhancements and new technologies Identify process gaps and lead initiatives to improve efficiency, quality, and Member experience Ensure SOPs are documented, maintained, and consistently followed Reporting & Stakeholder Partnership Provide regular performance reporting and insights to leadership Collaborate with internal partners across Membership, Operations, Technology, and Finance Support organizational initiatives and operational priorities impacting the contact center Contribute to strategic planning and execution aligned with Member Experience goals Experience implementing process improvements and technology solutions, with strong knowledge of AI and its practical applications 5+ years of experience in a contact center or Member support environment, including 2+ years in a supervisory or people leadership role Strong background in performance management, workforce planning, and quality assurance Demonstrated ability to lead and develop teams in a high‑volume service environment Experience implementing process improvements and technology solutions Excellent communication, problem‑solving, and leadership skills Experience in Dial Pad, Oracle HCM, Microsoft Suite (Excel, Word, PowerPoint, Teams, M365), eLearning platforms What Success Looks Like Achievement of service level and quality targets Improved Member satisfaction and resolution outcomes Team engagement, retention, and performance consistency Effective adoption of tools, processes, and best practices Strong partnership with cross‑functional stakeholders What We Offer We believe in taking care of our team, and our Total Rewards package reflects that commitment. Your base pay will be determined by your skills, experience, education, and location. Benefits Medical, dental, and vision coverage Life insurance Short‑term and long‑term disability insurance 401(k) retirement savings plan Generous paid time off and leave programs (time off as required by applicable law is also provided for part‑time team members) Invited Clubs is an Equal Employment Opportunity Employer. The job posting outlines the general requirements for this position and is not a comprehensive list of duties, responsibilities, or requirements. Additional duties not mentioned here may be assigned as needed to ensure the smooth operation of the Club. #J-18808-Ljbffr Invited Clubs