Call Center Manager
Full Time • ROCKY RIVER, OH, 44116, Rocky River
Benefits:
- Free Membership
- 401(k)
- 401(k) matching
- Bonus based on performance
- Company parties
- Competitive salary
- Dental insurance
- Employee discounts
- Free uniforms
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
Overview
We are seeking a highly driven and organized Call Center Manager to lead our multi-studio call center representatives. This role is responsible for overseeing daily productivity, driving conversions, managing staff performance, and ensuring that every lead and member interaction reflects our standard of excellence. The ideal candidate is equal parts strategist, operator, and coach — able to translate data into decisions, build scalable processes, and foster a culture of accountability and engagement.
Key Responsibilities
-
Leadership & Team Management
- Directly manage a team of remote call center representatives.
- Recruit, onboard, and train call center representatives as needed.
- Foster a high-energy, collaborative culture with daily engagement across remote channels.
- Provide regular coaching and feedback to all representatives.
-
Operations & Scheduling
- Own the call center’s schedule ensuring full coverage of operating hours. [Note: operating hours may change with business needs]. Manage representatives’ paid time off requests responsibly.
- Monitor real-time touchpoints, productivity, and workflows to maximize rep efficiency.
- Ensure cross-training of staff so all representatives are capable of handling both first class booking and closing memberships over the phone.
- Audit timecards and commission with integrity to ensure compliance. Submit payroll on time to payroll specialist bi-weekly.
-
Conversion Strategy
- Develop and execute sales outreach strategies across phone, SMS, email, and automation platforms. Create all scripts to reflect current promotions and/or events.
- Collaborate with the marketing team and market leaders on lead generation lists and campaign execution.
-
Data & Reporting
- Produce daily, weekly, and monthly reporting on KPIs, including productivity, conversion, and referral rates.
- Maintain scorecards and audit processes to track individual and team performance.
- Forecast call volume, staffing needs, and booking targets, adjusting resources accordingly.
- Lead weekly touch base call with market leaders to share updates and KPI progress.
- Present performance data and insights to senior leadership and studio partners.
-
Systems & Innovation
- Identify gaps in reporting, workflows, or customer experience and implement scalable solutions.
- Lead the development of automations, AI-driven outreach (if applicable), and process efficiencies.
What Success Looks Like...
- Meeting and exceeding Key performance indicators: booking %, take rate, referral generation. Leading studios to a minimum of 60 intro opportunities per month.
- High employee engagement and retention driven by clear expectations, coaching, and culture.
- Scalable systems in place for reporting, onboarding, training, and forecasting.
- Operational excellence that allows studio teams to focus fully on in-person member experience and closing their first-time guests.
Qualifications:
- 2+ years of experience in call center operations, with at least 4 years in a management role.
- Proven track record of driving sales through multi-channel outreach (phone, SMS, email, automation).
- Strong analytical skills; ability to translate data into action.
- Experienced in forecasting, workforce management, and KPI reporting. Proficient in excel and google workspace/suite.
- Excellent leadership, coaching, and people-development skills.
- Thrives in a fast-paced, remote, multi-unit environment.
- CRM and call center technology experience (RingCentral, Salesforce, Podium, or similar).
- Adaptable, solutions-oriented, and highly communicative.
--
We Offer
We Offer
-
Compensation
- Base Salary, Quarterly Bonus potential based on performance
- Paid time off (including your birthday)
- Paid Holidays
- Benefits for full-time employees
-
Staff Rewards
- Fitness certification discounts
- Retail employee discounts
- Workout for free at any of our 31 Orangetheory location
- Employee Plus One Membership Discount
-
Great company culture
- Staff workouts
- Annual Holiday Party
- Quarterly workshops for on-going development
About Thrive Venture Group (Franchisee, Area Developer)
Thrive Venture Group was founded in January of 2023. Headquartered in Cleveland, OH; TVG proudly operates 30+ Orangetheory Fitness studios, across three states: Arkansas, Ohio, and West Virginia. Thrive is comprised of deeply passionate people, led by franchisees who have been with the brand since 2014, on a mission to educate and empower people to be their best selves. This group is uniquely special in part by its active partnership with the Franchisor, Orangetheory Fitness Corporate aka “The Grove”. Thrive is frequently sought out to pilot new brand initiatives and provide field level feedback, giving us the opportunity create an even greater impact for the entire network.
Thrive Venture Group was founded in January of 2023. Headquartered in Cleveland, OH; TVG proudly operates 30+ Orangetheory Fitness studios, across three states: Arkansas, Ohio, and West Virginia. Thrive is comprised of deeply passionate people, led by franchisees who have been with the brand since 2014, on a mission to educate and empower people to be their best selves. This group is uniquely special in part by its active partnership with the Franchisor, Orangetheory Fitness Corporate aka “The Grove”. Thrive is frequently sought out to pilot new brand initiatives and provide field level feedback, giving us the opportunity create an even greater impact for the entire network.
Compensation: $70,000.00 per year
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Jobs That Make a Real Difference
About Us
Orangetheory is a science-based, full-body workout that uses technology to measure performance so members can prove they are improving. In a 60-minute class, led by a highly trained and certified coach, members target at least twelve minutes in the Orange Zone to raise their heart rate and charge up metabolism. The result is an increase in calorie burn post-workout, backed by the science of excess post-exercise oxygen consumption (EPOC). After twelve minutes of hard work in the Orange Zone, your body burns additional calories as you recover over the next 24 hours.
Our Philosophy
For us, physical fitness transcends weight loss and bikini season. Fitness is a way of life -- in fact, our brand purpose is to help people live longer, more vibrant lives. When we help our members to put in the work at our studios, they will experience benefits in their day-to-day. They will be physically stronger, but beyond that, they will notice improvements to their mood, cognition, sleep, and overall happiness and quality of life. This workout actually changes your body at the cellular level and has been known to help members through disease, chronic illness, depression, and even heartbreak and the loss of loved ones. They’ll simply have the energy to play with their grandchildren, run a 5K, or go hiking. When we can help our members to take care of their body and mind, amazing things can happen. More Orangetheory, More LIFE.
Diversity, Equity and Inclusion
Orangetheory is committed to encouraging, facilitating and upholding an environment centered on diversity, equity and inclusion across every facet of the Orangetheory brand. We will work to create a sustainable culture that supports a healthy space for learning and growing, valuing and empowering every employee, inspiring a diverse franchise network, and uplifting the members and communities we serve. Click here to see more about Diversity, Equity and Inclusion at Orangetheory.
Acknowledgement *
I understand that I am applying for a position with an employer that is an independently owned and operated Orangetheory® Fitness franchisee, not the franchisor, OTF Franchisor, LLC or any of its affiliates (OTFF). With respect to any position with a franchisee, I understand and agree that any information I provide in this application will be submitted directly to the independent franchisee, who is solely responsible for all employment related matters in their studio. This means, among other things, that the independent franchisee is solely responsible for and unilaterally makes all decisions concerning my employment, including hiring, firing, discipline, supervision, staffing and scheduling. OTFF will not receive a copy of my application, will have no control over whether I receive an interview and/or am ultimately hired, does not control and is not responsible for the employment policies and practices of independent franchisees, and does not employ independent franchisee’s employees. If I am hired to work at an independent franchisee’s studio, the independent franchisee, and not OTFF, will be my employer. By submitting my application and resume, I am confirming that I am agreeing and consenting to the foregoing.
Orangetheory values your privacy, so we want to keep you informed as to how your personal information is handled. With respect to the personal information you provided in this application, that information will be submitted directly to the independent franchisee, who is solely responsible for all privacy and data protection matters related to their studio. For any inquiries regarding how the independent franchisee may collect and process your personal information, please refer to that franchisee’s privacy policy or contact them directly. For all other information about how the franchisor, OTF Franchisor, LLC or any of its affiliates (OTFF), may collect and process personal information, please https://www.orangetheory.com/en-us/privacy-policy.
(if you already have a resume on Indeed)
Or apply here.
Flexible Schedules
Workout for Free
Fitness casual dress-code
Passionate, collaborative work environment