Position Overview:
Freedom Boat Club is world’s largest members-only boat club. We are seeking a Call Center Manager to lead our customer service team and deliver an exceptional member experience. This role is responsible for overseeing daily contact center operations, developing team members, driving performance, and partnering across the business to continuously improve service quality and operational effectiveness.
The ideal candidate is a people-focused leader who thrives in a fast-paced environment and has a proven track record of coaching teams, improving performance, and creating outstanding customer experiences
Essential Functions:
- Lead, coach, and develop a team of customer service representatives.
- Foster a culture of accountability, collaboration, and customer-centric service.
- Manage daily contact center operations, staffing, and service levels.
- Monitor key performance indicators (KPIs) and use data to drive performance improvements.
- Oversee onboarding, training, and ongoing development programs.
- Ensure team readiness for new processes, systems, and business initiatives.
- Manage quality assurance programs and coaching efforts to enhance customer interactions.
- Resolve escalated customer concerns and identify opportunities for process improvement.
- Partner with cross-functional teams to improve the overall member experience.
- Prepare and communicate operational performance results and recommendations.
Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way.
Required Qualifications
- Bachelor's degree or equivalent combination of education and experience.
- 5+ years of customer service, contact center, or member support experience.
- 3+ years of leadership experience managing customer-facing teams.
- Demonstrated success coaching employees and improving team performance.
- Strong communication, organizational, and problem-solving skills.
- Ability to manage multiple priorities in a dynamic environment.
Preferred Qualifications:
- Experience with workforce management, CRM, and contact center technologies.
- Knowledge of quality assurance programs, performance metrics, and analytics.
- Experience with Salesforce, RingCentral, or similar platforms.
- Advanced Microsoft Office skills, particularly Excel and PowerPoint.
Working Conditions
- This is a fully remote position
- Member Experience Center operating hours are Monday through Friday, 8:00 AM – 5:00 PM Eastern Time
- Full-time role, Monday through Friday, with occasional holiday coverage as needed.
The anticipated pay range for this position is $73,600 - $106,200. The actual base pay offered will vary based on multiple factors including job-related knowledge/skills, relevant experience, business needs, and geographic location. Compensation decisions are dependent upon the specifics of the candidate’s qualifications and the business context.
In addition to base pay, this position is eligible for an annual discretionary bonus. This position is eligible to participate in Brunswick's comprehensive and high-quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), well-being program, product purchase discounts and much more. Details about our benefits can be found here.
}
