Position Summary:
Oversees Call Center responsibilities in the areas of payroll, scheduling, recruiting, training, meetings, and reporting, as well as day to day and monthly activities
Essential Duties and Responsibilities:
- Responsible for a team of 6-12 Call Center Agents
- Oversee daily call center operations to ensure efficiency and high-quality customer service.
- Monitor employee performance, productivity, and attendance.
- Coach, mentor, and develop Senior Reps and customer service representatives.
- Establish performance goals and ensure key metrics are achieved, such as service level, call quality, conversion rates, and student satisfaction.
- Handle escalated campus concerns and resolve complex issues professionally.
- Analyze reports and call center data to identify trends, opportunities, and areas for improvement.
- Develop and implement processes to improve workflow, customer experience, and operational efficiency.
- Conduct regular team meetings, one-on-one coaching sessions, and performance reviews.
- Assist with recruiting, hiring, onboarding, and training new employees.
- Ensure compliance with company policies, procedures, and industry regulations.
- Collaborate with other departments to support organizational goals and improve communication.
- Manage scheduling and staffing to maintain appropriate coverage levels.
- Create and maintain a positive, motivated, and high-performing work environment.
- Monitor quality assurance standards and implement corrective action plans when needed.
- Support employee engagement, retention, and career development initiatives.
- Prepare operational reports and present updates to senior leadership.
- Drive continuous improvement initiatives through feedback, technology, and process optimization.
- Other duties as assigned
- Regular and reliable attendance
Skills/Competencies/Qualifications:
- 3+ years Call Center experience
- 3+ years management experience
- High School Diploma or GED
- Ability to analyze and interpret data
- Ability to meet deadlines amid continually changing priorities
Classification: Exempt
Travel: None
Work Hours: Forty per week, but may vary daily, and some evening and weekend hours may be required
