Now Hiring - Orangetheory Fitness - Outbound Call Center Manager in Austin, TX

Job Overview

Join a dynamic team at Austin Fitness Group as our Outbound Call Center Manager! In this role you will lead a team of Member Services Coordinators responsible for engaging with leads interested in an Orangetheory Fitness membership at one of our 60+ studios across six markets in North America. Your primary focus will be on managing the call center's day-to-day activities, optimizing processes, and driving lead conversion results. As a newer team in the organization, this position will play a key role in building out KPIs, identifying trends, and developing and implementing new strategies. You will collaborate with cross-functional teams, external partners, and corporate Orangetheory team members to ensure the best possible member lead conversion experience and drive bookings for our Introductory Classes. This role reports directly to the Chief Marketing and Sales Officer and is located at our regional office in Austin, Texas.

Responsibilities

• Direct and oversee the daily operations of the Call Center, with a strong emphasis on productivity, quality, and lead conversion results.
• Coach, motivate, and empower the team of Membership Services Coordinators to achieve optimal performance.
• Provide regular performance feedback to team members and foster a partnership culture between the Call Center and Studio Managers.
• Collaborate with Austin Fitness Group leadership to develop long-term Call Center plans aligned with the company's growth objectives.
• Set and refine productivity and quality objectives based on corporate goals.
• Collaborate on and oversee the implementation of training programs for the team.
• Maintain the highest level of service to all leads and potential members.
• Act as a role model for the company culture and values.

Education & Experience

• Bachelor’s degree in Business, Operations Management, or a related field.
• 2 or more years of contact center management experience
• Proven track record of developing and implementing new processes, policies, procedures, and associated technology changes.

Knowledge, Skills & Abilities

• A motivational and hands-on people leader with a passion for fitness.
• Proficiency in cloud-based applications, including CRM systems, Contact Center platforms, Office Productivity suites, and reporting/analytics tools.
• Excellent communication skills and attention to detail.
• Outcome-oriented with a strong focus on results and performance.
• Team-oriented, cooperative, and collaborative in approach.

Work Conditions

• Traditional office work environment.
• Prolonged periods of sitting or standing at a desk and working at a computer.
• Occasional travel across local area and out of state.
• May require ability to lift a minimum of 20lbs for inventory resources.
• Telephone and computer usage to communicate with internal and external customers.

Diversity, Equity, and Inclusion

Orangetheory Fitness, Austin Fitness Group LLC is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment that serves the communities we reside in and live life. We prohibit discrimination and harassment of any kind

based on race, color, national origin, age, marital status, sex, sexual orientation, gender identity, disability, religion, veteran status, or any other characteristic protected by state, federal, or local law. Austin Fitness Group makes hiring decisions based solely on qualifications, merit, and organizational needs. We welcome your arrival to our team.

The “Orange” Total Rewards Package

• Exempt, Full-Time
• Health & Wellbeing Insurance
• 401(k) Retirement upon eligibility
• Paid Time Off + Holidays
• Complimentary Premier Orangetheory Fitness Membership