Company OverviewYouth Enrichment Brands (YEB) is the nation's leading youth activities platform, offering camps, classes, leagues, and lessons for over 1 million kids each year. The YEB mission is to help as many kids as possible discover and develop their passion while building critical skills for life. YEB encompasses i9 Sports (the nation's largest youth league franchisor), School of Rock (the most revolutionary music education school in the world), Streamline Brands (the leading franchisor of swim school concepts), US Sports Camps (the official provider of Nike Camps), and more premier youth activity brands. Please visit www.yeb.com to learn more.Streamline Brands is a leading provider of swim lessons and water safety education for children and adults. We operate a chain of 170+ company-owned and franchised swim schools across the United States. Streamline Brands operates under multiple banners, including SafeSplash, Saf-T-Swim, SwimLabs, AquaKids, Miller, and Swimtastic.Full-time employees of Streamline Brands are eligible to participate in our employee benefit programs, including:
- Medical, Rx, dental, and vision
- Paid time off and holiday pay
- 401(k) retirement plan with company match
- Flexible Spending Account/Health Savings Account
- Life insurance
- Free Employee Assistance Program
SummaryThe Director of the Customer Service Center and Billing Team will lead a team of over 50 people to deliver impactful support to families looking for swim education. We are seeking a metrics-driven, innovative, and organized leader who loves solving people's problems. Reporting to the SVP of Support Operations, this role will oversee the people, process, and measurement of signing up prospective new customers who contact the center and addressing questions (e.g., scheduling a makeup) for existing customers. Additionally, this role will oversee the team responsible for billing customers and collecting fees on an ongoing basis. Our customer service leader must have a track record of overseeing a team to deliver superior customer service and improving customer satisfaction, building high performing sales and service teams, and meeting financial and business development results. Responsibilities
- Build/Analyze performance metrics to identify trends and drive continuous improvement initiatives.
- Create and implement innovative and effective approaches for addressing inbound contacts in efficient and quantifiable fashion. Continuous improvement to process and approach for delivering customer satisfaction and results is key.
- Oversee team of customer service and billing team representatives with a goal of providing leadership and building trust in achieving individual and team goals (e.g., team turnover, appropriate staffing levels, new customer conversion, employee productivity)
- Create a culture of obsession with serving customers to master a critical life skill within the Customer Service Center. Champion a culture of continuous learning and adaptation to emerging industry trends.
- Partner with Customer Service and Billing Team managers in interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing and rewarding employees; corrective disciplinary procedures and practices, addressing complaints and resolving problems.
- Establish and deploy sales and retention targets and tactics for new customers.
- Provide expertise in determining long term technical tools and best system options to achieve operational excellence.
- Communicate professionally and clearly with the Franchisee community as well as our Company-Owned leaders.
- Partner with other leaders and cross functional teams to build best in class service, sales, and billing practices with requisite technology.
- Lead the Annual Performance Evaluation process and assist with disciplinary processes and procedures.
- Enhance and continually improve Quality Assurance program.
- Assist with the creation of curriculum and training programs.
- Assist with outsourced vendor contracts and negotiations
- Oversight and refinement of Workforce Management
Requirements
- Five years minimum in customer support operations leadership role.
- Experience building and managing through KPIs for customer support.
- Analytical skills to manipulate data to assess performance and productivity through key metrics.
- A proven track record of delivering service and financial results.
- Strong initiative and drive to innovate operational concepts and processes.
- Professional, friendly, and courteous in all situations.
- Sense of urgency and commitment to mission and goals.
- Excellent leadership skills (motivating, organization, planning, problem-solving and decision making).
- Excellent verbal and written communication skills
- Ability to handle confidential and sensitive information with the appropriate discretion.
- Strong attention to detail and quality assurance process.
- Ability to work in a team environment with a client service focus.
- Remote team support experience.
- Workforce management experience.
Preferred
- 10+ years contact center leadership.
- Scheduling-related contact center experience
- Experience with AI-based technology for contact center
- Outsource vendor partnership experience.