Job Description The salary range for this position is $18.05-$24 hourly. We take into consideration an individual’s background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status. 1. Job Summary: The Engagement Supervisor is responsible for hands-on service delivery and supervising the member service team members. The incumbent demonstrates and ensures their team is consistently delivering quality service that meets operations safety and standards. In collaboration with branch executive leadership, the incumbents provides training, onboarding and development to the team to ensure membership is operating with efficiency and effectiveness while employing a continuous improvement model. The incumbent is responsible to hire, train, develop and retain the front desk team. 2. Essential Functions: · Manage membership operations providing strong leadership to the team to ensure high quality member experiences and engagement by interacting and building connection with members, guests and participants. · Be empowered to resolve customer/member complaints. · Provide service and system training to the membership team and if applicable, other departments’ team members to prepare them for cross-department support and service as needed. · Maintain efficient administrative processes and continuously evaluate process and procedure improvements. · Manages team members’ timecards edits and approval, processes payroll and develop schedules. · Under the guidance of branch’s executive leadership, manage staffing budget to ensure goals are achieved. · Lead the hiring, onboarding, training, management, development of team members under the guidance and in collaboration with branch Executive leadership. · Model exceptional customer service to all members and guests. · Support member engagement events and promotional activities. · Assist branch initiatives related to board, fundraising and events as needed. · Support new membership sales by conducting tours for potential new members. 3. Relationships: This position reports to the branch executive leadership who reports to the Associate Vice President. This position supervises team members. The incumbent works closely with the branch management team, specialist team, and other Association team members. The incumbent supervises team members. 4. Qualifications: · Undergraduate degree or equivalent experience · Minimum of two (2) year of customer service experience · Minimum of one (1) year of leadership experience providing work instructions, and/or providing assistance or support in a team-lead capacity and/or leading a project or initiative with impact to the department or work location. · Strong leadership skills · Excellent customer service, problem solving, interpersonal and organizational skills · Demonstrated ability to build and sustain positive working relationships at all levels · Ability to achieve results through the use of influence · Excellent verbal and written communication skills · Ability to be an independent contributor and team player · Ability to use computer programs such as Microsoft Office suite · Ability to work with diverse populations · Ability to work a highly flexible and rapidly changing work environment · Must be CPR and First Aid certified or willing to become certified within the first 30 days of employment. (Certification classes available upon employment.) 6. Physical Demands: · Provide facility tours · Must be able to travel locally to attend meetings 7. Additional Notes: This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the Executive Director, Product Manager or their designee in completing projects or performing duties deemed necessary for the Branch and/or Association’s success. Diversity, Equity and Inclusion Pledge The Y of the North is committed to the work and everyday practices of eliminating disparities and eradicating of unjust systems to become a multicultural, anti-racist and anti-oppressive organization. YMCA of the North team members and volunteers must exemplify the association’s mission, vision and values of caring, equity, honesty, respect and responsibility. The YMCA of the North continues to develop plans and strategies to ensure team members and volunteers reflect the demographics of the communities we serve. We will continually conduct institutional racism and oppression review of our policies, procedures and practices in recruitment and selection; compensation and benefits; professional development and training; promotions; transfers; layoffs; terminations; and the ongoing development of a multicultural, anti-racist and anti-oppressive work environment and culture that promotes equity and respect for the human dignity of all. We value and respect this diversity and choose to be inclusive through our acceptance of all. Requirements