Call Center Manager

About The Role The Call Center Manager builds and runs the team that handles every inbound and outbound contact with prospects calling for information as well as our existing players, families and members, program and facility inquiries, bookings, memberships, camps and service questions across our tennis and padel facilities. You are responsible for the team's results and for making sure every caller has a good experience. You put the right processes to ensure the highest quality possible as the company grows.

Key Responsibilities Team leadership

• Recruit, onboard and train Call Center Agents; build call scripts, FAQs and a knowledge base covering all facilities and programs.
• Set daily and weekly schedules to match call volume, including peak booking periods and seasonal launches.
• Train and coach agents through call monitoring, regular one-on-ones and documented performance reviews.

Operations and performance

• Define and track KPIs: answer rate, average handle time, first-call resolution, conversion rate and customer satisfaction.
• Report weekly results to leadership with clear actions to close gaps.
• Manage the phone, CRM and booking systems; work with IT and vendors on configuration and issues.
• Own escalations: resolve complex or sensitive customer cases personally.

Sales And Customer Experience

• Turn prospect inquiries into memberships and program and camp enrollments; set and track team conversion targets and follow-up standards for new leads.
• Coordinate with facility managers, coaching staff and marketing so agents have accurate information on schedules, pricing and promotions.
• Collect recurring customer feedback and share it with operations to improve the offer.

Profile

• 3+ years of call center or customer service experience, including 1+ year supervising a team.
• Track record of improving service and sales metrics.
• Hands-on experience with call center software and a CRM.
• Strong coaching, communication and organizational skills; calm under pressure.
• Comfortable with data: builds and reads basic reports in Excel or similar.
• Bilingual English/Spanish or English/French.
• Experience in sports, hospitality, fitness or membership businesses is a plus.