Member Service Center Manager- YMCA of the North Shore (Project Management)
Are you passionate about delivering exceptional customer service and leading a team toward success? The YMCA of the North Shore is hiring a Member Service Center Manager to oversee daily operations, inspire team performance, and ensure high-quality service for our members and program participants.
In this role, you will lead a dynamic team of Member Support Center agents, manage escalations, and collaborate with leadership to improve processes, achieve service goals, and uphold the YMCA's mission of service excellence.
What You'll Do:
Leadership and Team Development
- Lead, mentor, and support a team of member support agents to deliver top-notch service.
- Provide ongoing training on customer service, call techniques, and performance standards.
- Monitor team performance, provide regular feedback, and conduct formal evaluations.
- Manage scheduling, payroll, and staffing to ensure seamless operations.
Operational Excellence
- Develop and maintain real-time information-sharing systems for the team.
- Track and achieve service and sales performance metrics.
- Stay informed about YMCA programs, services, and policies to support member acquisition and retention.
- Handle complex member inquiries and escalations with professionalism and care.
Reporting and Analytics
- Compile and present key performance indicators (KPIs) to senior leadership quarterly.
- Conduct quality audits of member interactions to ensure service excellence.
- Analyze member feedback and recommend strategies for continuous improvement.
What We're Looking For:
- Proven leadership experience in customer service or a similar role.
- Strong interpersonal and communication skills, with the ability to motivate and develop a team.
- Analytical mindset with experience in tracking and improving performance metrics.
- Familiarity with call center operations and member support systems is a plus.
- Passion for the YMCA mission and commitment to delivering exceptional member experiences.
Why Work for the Y?
At the YMCA, you're more than an employee—you're part of a mission-driven organization dedicated to making a difference.
- Professional Growth: Paid training, development, and advancement opportunities across seven YMCA locations.
- Health Benefits: Medical, dental, and employer-funded life insurance for full-time staff.
- Generous Time Off 2 weeks paid vacation, plus sick and personal time for full-time employees.
- Retirement Plan: 12% company contribution to your retirement fund (vested, no match required).
- Free Y Membership: Access to swim classes, fitness programs, discounts on childcare, camp, and more!
Be part of a team that supports your career, health, and well-being while making a difference in your community!
- Bachelor's degree in Business, Management, or a related field.
- 3-5 years of experience managing a member support team, preferably in a membership-based organization.
- Strong leadership, communication, and problem-solving skills.
- Proficiency in CRM systems (Daxko, Salesforce, Traction Rec).
- Previous call center experience preferred.
- Bi-lingual or multi-lingual candidates preferred.
The YMCA is committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, protected genetic information, national origin, ancestry, sex, sexual orientation, gender identity, age, disability, or veteran's status.
