Position: MSC Operations Support Specialist
Reports to: Member Support Center Director
Department: Member Support Center
Purpose: Partner with the Excel Fitness MSC team to ensure department projects are delivered successfully and serve as the primary point of contact to complete MSC centralized administrative tasks with excellence. This position will also help identify and drive improvements in operating practices in the MSC.
Duties and Responsibilities: - Partner with stakeholders on administrative tasks and projects and to create or improve standard operating procedures (SOPs).
- Maintain MSC SOP manual and partner with MSC leadership to ensure new/updated procedures are rolled out in an efficient and effective manner.
- Collaborate with MSC leadership to help maximize operational productivity through training programs.
- Help support MSC initiatives that impact the growth of Excel Fitness Operations, up to and including, workplan, schedule, training, roll out, and being an operational steward for these projects.
- Responsible for time management, planning and designating resources, monitoring the progress, and keeping stakeholders informed throughout the life cycle of each assigned project for the MSC.
- Collaborate with key stakeholders to ensure data analytics and reporting is updated and optimized in alignment with department needs as outlined by key stakeholders.
- Analyze operational processes/practices and make recommendations for improvement to MSC leadership team.
- Responsible for the administration of the outbound collection dialer and IVR changes during assigned days, including evenings and Saturdays.
- Responsible for running Club Sweep processes on assigned days throughout the month.
- Services as the primary of contact to complete various administrative duties including, but not limited to, insurance auditing, refund and transfer mailboxes, resolution of charge back and Better Business Bureau complaints, and BCM+1 set-up for employees.
- Leads special projects as assigned.
Qualifications: - HS diploma or equivalent required.
- At least 3 years of related experience required.
- Requires an in-depth knowledge of Excel Fitness operations and Planet Fitness brand standards.
- Strong ability to prioritize work and meet deadlines is required.
- Strong written and verbal communications skills; comfortable interacting with all levels of leadership and various stakeholders throughout the organization.
- Ability to navigate effectively/creatively through roadblocks in a professional, diplomatic manner.
- Ability to facilitate meetings, capture key outcomes/actions and own project/process documentation.
- Self-motivation, self-direction, organizational skills, and the ability to manage priorities without sacrificing quality or timelines.
- Ability to work in a fast-paced environment with strong attention to detail and accuracy.
- Effectively adapts to changing circumstances.
- Good foresight for detecting risks and thinking of creative ways to solve/mitigate the risks.
- Demonstrated ability to be detail oriented.
- Ability to work with diverse team members either in-person or in a virtual environment.
- Proficient in Microsoft Office products (Word, Excel, PowerPoint, Outlook); Datatrak; and other related applications required. Experience with Power BI is a plus.
Supervisory Responsibility: This position has no supervisory responsibility.
Budgetary Responsibility: Responsible to stay within project budget guidelines as outlined by Vice President of Operations Support.
Work Environment: This job primarily operates remotely either in a professional office or fitness club and routinely uses standard office equipment such as computers, photocopiers, fax machines, and phones. The noise level in the work environment is usually quiet while in the office and loud when in the club.
Physical Demands: The physical demands described here are representative of those that must be met by a Team Player to successfully perform the essential functions of this job.
- Regularly required to talk and hear.
- Frequently required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
- Occasionally required to climb, balance, stoop, kneel, crouch or crawl.
- Must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work: This is a full-time, exempt position. Under the Regulations, Part 541, an exempt Team Player is one who is not entitled to the minimum wage or overtime pay protections of the Fair Labor Standards Act (FLSA).
Standard work days and hours are Monday through Friday, between 8:00 a.m. and 5:00 p.m. This position will regularly work outside normal business hours, including evenings and weekends as needed to coincide with job responsibilities and/or when traveling for business.
Travel: Up to 25% travel is expected for this position. Must be willing to travel based on company need to all company locations as necessary within reasonable time frame, either by driving or flying. Overnight trips will be necessary when traveling outside of the local area.
EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Team Player for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.