Welcome Center Director

Come work and live in beautiful New Hamsphire where we have lakes, mountains and seashore! 
Job Description

Under the direction and supervision of the Director of Operations, the Welcome Center Director shall be responsible for all day to day functioning of the service desk as well as giving leadership to all activities of the Welcome Center. This person will give leadership to the Welcome Center staff to ensure consistent, quality service procedures to maximize member experience. This position also develops and keeps up to date all internal communication that is related to Welcome Center operations. The Welcome Center Director is also responsible and accountable for membership and program collaboration, statistics, record keeping, and reports and cash handling. The Welcome Center Director, working as part of the Member Service Team, will deliver professional customer service and relationship building skills to create a welcoming environment at the YMCA. The incumbent will also exhibit the core values of caring, honesty, respect and responsibility in all aspects of their work with the YMCA.

Qualifications
  • The incumbent must have a minimum of an Associate’s degree or work equivalent in a related area.
  • Availability to work some nights and weekends as required.
  • Strong communication, customer service and problem solving skills
  • Organizational and supervisory skills, a good understanding of administrative procedures and organization, income production, expense control, maintenance of accurate records and computer services.
  • Excellent written and oral communication skills, including strong active listening, are necessary.
  • The incumbent must be able to delegate appropriate responsibilities to the staff in order to accomplish the necessary duties.
  • Ability to establish and maintain harmonious relationships with staff, volunteers, YMCA members and the general public is essential.
  • Ability to cross-collaborate with departments.
  • A commitment to the mission of the YMCA
  • Bilingual is a plus.
Essential Functions
  • Participates in assessments that address and meet the needs of the community.
  • Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration. Coordinates with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
  • Ensures a level of service and engagement that fosters loyalty among those we serve.
  • Organizes membership events at the YMCA and represents the association at community events.
  • Assist Operations Director in reaching monthly goals for numbers for prospects toured and new members enrolled.
  • Assist Operations Director to ensure rentals are meeting payment and policy expectations.
  • Provide leadership of Westwood Park KidStop.
  • Coordinates, in conjunction with the Asscociation Sports Director, Birthday Parties at Westwood Park.
  • Ensures proper implementation of Welcome Center procedures. Reviews and updates procedures and communicates changes to staff in a clear, concise way.  Coordinates with the Finance Department as necessary on financial transactions.
  • Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances
  • Responsible for accurately maintaining all cash controls.
  • Leads Welcome Center Representatives and volunteers effectively; recruits and hires diverse staff and volunteer teams; onboards and develops them for success.
  • Ensure the delivery of appropriate sales and customer service training for Welcome Center staff.
  • Be knowledgeable and supportive of the YMCA annual support campaign. Participate in assigned leadership functions for the campaign.
  • Follow and enforce all YMCA procedures and policies, including: personnel guidelines, safety guidelines, facility access procedures and membership policies. Carry out emergency plans as necessary.
  • Attend and remain current on all mandatory trainings and staff meetings.
  • Assume other responsibilities as deemed appropriate by supervisor. 
Cause-Driven Leadership Competencies

Mission Advancement: Models and teaches the Y’s values.  Ensures a high level of service with commitment to improving lives.  Provides volunteers with orientation, training, development and recognition. Cultivates relationships to support fundraising.

Collaboration: Champions inclusion activities, strategies and initiatives.  Builds relationships to create small communities.  Empathetically listens and communicates for understanding when negotiating and dealing with conflict.  Effectively tailors communications to the appropriate audience.  Provides staff with feedback, coaching, guidance, and support. 

Operational Effectiveness: Provides other with frameworks for making decisions.  Conducts prototypes to support the launching of programs and activities.  Develops plans and manages best practices through engagement of team.  Effectively creates and manages budgets.  Holds staff accountable for high-quality results using a formal process to measure progress. 

Personal Growth: Shares new insights.  Facilitates change; models adaptability and awareness of the impact of change.  Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance.

Required Certifications