What are the responsibilities and job description for the Assistant Call Center Manager position at Sky Zone - Grand Rapids?
About Sky Zone Grand Rapids
Sky Zone is the world’s first indoor trampoline park, dedicated to providing an unmatched experience of active fun. At Sky Zone Grand Rapids, we prioritize safety, guest experience, and innovation, making every visit unforgettable. Our Call Center plays a vital role in booking reservations, handling guest inquiries, and driving sales, ensuring that our guests have a seamless experience from their first interaction.
Position Overview
We are looking for a motivated Assistant Call Center Manager to support our call center operations and team. This role requires strong leadership, excellent communication skills, and a focus on customer service and sales. The ideal candidate will assist in overseeing the daily performance of our call center staff, ensuring high-quality service, efficiency, and conversion rates.
Responsibilities
Leadership & Team Management
- Assist in hiring, training, and coaching Call Center Representatives to ensure outstanding guest service.
- Monitor call quality, response times, and sales performance, providing real-time feedback and coaching.
- Lead by example, maintaining a positive, high-energy work environment.
- Step in as the acting manager when the Call Center Manager is unavailable.
Operations & Performance
- Ensure efficient handling of inbound calls, online inquiries, and reservation requests.
- Develop strategies to increase bookings, membership sales, and event reservations.
- Monitor and optimize call center metrics, including call volume, wait times, and customer satisfaction.
- Work with management to implement new scripts, processes, and sales techniques.
Guest Service & Problem Resolution
- Handle escalated guest concerns with professionalism and problem-solving skills.
- Assist in responding to online reviews, emails, and social media inquiries as needed.
Technology & Reporting
- Utilize call tracking software and reports to analyze team performance and identify areas for improvement.
- Assist in scheduling shifts to maintain adequate coverage during peak hours.
- Maintain updated call scripts, FAQs, and training materials for team members.
Qualifications
- Experience in Customer service, or sales role.
- Prior supervisory or leadership experience preferred.
- Strong communication and conflict-resolution skills.
- Ability to multitask, problem-solve, and adapt in a fast-paced environment.
- Familiarity with CRM or call center software is a plus.
- Passion for delivering top-tier guest experiences.
Benefits & Perks
- Competitive pay based on experience.
- Free or discounted access to Sky Zone attractions.
- Opportunities for growth and advancement within the company.
- A fun, fast-paced work environment with a great team culture.
How to Apply
If you’re excited about creating unforgettable guest experiences and leading a high-energy team, we’d love to hear from you!
Job Type: Part-time
Pay: From $16.00 per hour
Expected hours: 20 – 35 per week
Benefits:
- Employee discount
- Flexible schedule
Schedule:
- Monday to Friday
- Weekends as needed
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Ability to Commute:
- Grand Rapids, MI 49512 (Required)
Work Location: Hybrid remote in Grand Rapids, MI 49512
Salary : $16
