Manager Call Center Operations

Job DescriptionReady to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited Clubs has operated with the central purpose of building relationships and enriching the lives of our members, guests and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with over 130 country clubs, city clubs, and athletic clubs. Our Clubs offer first-class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, fitness centers, and much more. Come be a part of this incredible and inclusive team at Invited Clubs! Job SummaryThe ClubLine Manager is responsible for leading the daily operations, performance, and continuous improvement of the ClubLine Contact Center. This role ensures the delivery of a high-touch, consistent, and efficient Member experience across all communication channels (voice, eMail, digital) while meeting established service level agreements (SLAs), quality standards, and business objectives.The Manager provides leadership to two supervisors and up to 20 representatives, leads workforce planning and performance management, and collaborates across the division, including close partnership with Member Support and DROC. The ClubLine Manager is also responsible to advance process improvements, technology enhancements, and training initiatives that elevate Member satisfaction and operational excellence.What You'll DoOperational LeadershipOversee day-to-day contact center operations to ensure efficiency, service quality, and Member satisfactionMonitor real-time and historical performance metrics including service level, wait time, abandonment, productivity, and quality scoresManage escalated Member and employee issues and ensure timely resolution and follow-throughEstablish and maintain operational rhythms including daily reviews, team huddles, and leadership reportingTeam Leadership & DevelopmentLead, coach, and develop supervisors and representatives to drive accountability and engagementOversee hiring, onboarding, scheduling, performance management, and corrective action processesSupport ongoing training and professional development to ensure strong product knowledge and service consistencyFoster a positive, inclusive team culture focused on collaboration, accountability, and continuous improvementWorkforce & Performance ManagementManage staffing models, schedules, and coverage to align with call volume and business demandEnsure adherence to attendance, productivity, and quality standardsPartner with supervisors to conduct regular performance reviews and coaching sessionsMonitor turnover and proactively implement retention strategiesTechnology & Process OptimizationOversee contact center platforms, dashboards, alerts, and reporting toolsPartner with IT and Digital teams to implement system enhancements and new technologiesIdentify process gaps and lead initiatives to improve efficiency, quality, and Member experienceEnsure SOPs are documented, maintained, and consistently followedReporting & Stakeholder PartnershipProvide regular performance reporting and insights to leadershipCollaborate with internal partners across Membership, Operations, Technology, and FinanceSupport organizational initiatives and operational priorities impacting the contact centerContribute to strategic planning and execution aligned with Member Experience goals Experience implementing process improvements and technology solutions, with strong knowledge of AI and its practical applications5+ years of experience in a contact center or Member support environment, including 2+ years in a supervisory or people leadership roleStrong background in performance management, workforce planning, and quality assuranceDemonstrated ability to lead and develop teams in a high-volume service environmentExperience implementing process improvements and technology solutionsExcellent communication, problem-solving, and leadership skillsExperience in Dial Pad, Oracle HCM, Microsoft Suite (Excel, Word, PowerPoint, Teams, M365), eLearning platformsWhat Success Looks LikeAchievement of service level and quality targetsImproved Member satisfaction and resolution outcomesTeam engagement, retention, and performance consistencyEffective adoption of tools, processes, and best practicesStrong partnership with cross-functional stakeholdersWhat We OfferWe believe in taking care of our team, and our Total Rewards package reflects that commitment. Your base pay will be determined by your skills, experience, education, and location.While not all roles at Invited Clubs are full-time, those full-time team members have access to a comprehensive benefits package that includes:Medical, dental, and vision coverageLife insuranceShort-term and long-term disability insurance401(k) retirement savings planGenerous paid time off and leave programs (time off as required by applicable law is also provided for part time team members)Want to learn more? Visit for full details.Have more questions? Check out our Invited Clubs website for more details about ClubLife, the Employee Experience, Company Benefits, and Our Culture. Be a part of our Social Networks: LinkedIn Instagram Twitter Facebook Invited Clubs is an Equal Employment Opportunity Employer The job posting outlines the general requirements for this position and is not a comprehensive list of duties, responsibilities, or requirements. Additional duties not mentioned here may be assigned as needed to ensure the smooth operation of the Club.#LI-Hybrid

Created: 2026-04-02