Call Center Manager - Member Experience & Bookings Lead

Mouratoglou Tennis Center; Miami (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

Mouratoglou Tennis Center in Miami is seeking a Call Center Manager to lead the team handling inbound and outbound inquiries from prospects, players, families and members across our tennis and padel facilities. You will ensure high-quality service and implement processes as the company grows.

Responsibilities include staffing, training, scheduling, KPI tracking, CRM/phone system management, and driving memberships and program enrollments.

Qualifications

• 3+ years of call center or customer service experience, including 1+ year supervising a team.

Responsibilities

• 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.
• 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.
• Own escalations: resolve complex or sensitive customer cases personally.

Skills

Call center leadership

Coaching

Customer service

CRM software

Excel reporting

Bilingual English/Spanish

Tools

CRM software

Phone systems

Job description

Mouratoglou Tennis Center in Miami is seeking a Call Center Manager to lead the team handling inbound and outbound inquiries from prospects, players, families and members across our tennis and padel facilities. You will ensure high-quality service and implement processes as the company grows.

Responsibilities include staffing, training, scheduling, KPI tracking, CRM/phone system management, and driving memberships and program enrollments.