Call Center Manager: Drive Membership Conversions & CX

Mouratoglou; Miami (FL); On-site; USD 70,000 - 95,000; Full time

Job summary

Taleez in Miami is seeking a Call Center Manager to lead a dynamic team handling inbound and outbound inquiries from prospects, players, and members across our tennis and padel facilities. You will ensure high-quality experiences, implement scalable processes, and drive conversions for memberships, programs, and bookings.

Focus on coaching, scheduling, performance metrics, and cross-functional collaboration with facilities, coaching, and marketing.

Qualifications

• 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.

Responsibilities

• Lead, onboard, and train Call Center Agents; develop scripts, FAQs, and knowledge base.
• Set daily/weekly schedules to match call volume and peak periods.
• Coach agents through monitoring, reviews and feedback.
• Define and track KPIs (answer rate, handle time, first-call resolution, conversion, CSAT).
• Report weekly results with actions to leadership; close gaps.
• Manage phone, CRM and booking systems; coordinate with IT/vendors.
• Own escalations and resolve complex customer cases.
• Convert inquiries into memberships and enrollments; set conversion targets.
• Coordinate with facilities, coaching, marketing for accurate info on schedules, pricing, promotions.
• Collect customer feedback and share with operations.

Skills

Team leadership

Recruitment

Onboarding

Training

Call center software

CRM

Coaching

Communication

Excel/Reporting

Bilingual EN/ES

Tools

CRM software

Call center software

Excel

Job description

Taleez in Miami is seeking a Call Center Manager to lead a dynamic team handling inbound and outbound inquiries from prospects, players, and members across our tennis and padel facilities. You will ensure high-quality experiences, implement scalable processes, and drive conversions for memberships, programs, and bookings.

Focus on coaching, scheduling, performance metrics, and cross-functional collaboration with facilities, coaching, and marketing.