2018 - Contact Center Manager

Are you an experienced call center leader who has a passion for the success of your employees? Bryant & Stratton College Online is a growing organization that is focused on building relationships-with employees, with students, and with the community. Come lead a team that influences student success!
The Successful Online Contact Center Manager is responsible for:
Team Leadership: Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call to maximize student experience. Hire, train, coach call center representatives, administrative assistants, and coaches as they provide student support services. Facilitate team meetings.
Performance Management: Ensure staff members are achieving desired service levels and take corrective action, as needed. Educate and coach workers regarding processes and practices. Explain performance expectations to employees.
Call Center Technology & Reporting Acumen: Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and student satisfaction.
Quality Disposition: Assist in the development and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance. Insure compliance with regulatory agency guidelines and standards.
Fostering Team Environment: Build and maintain an environment that is positive, team-focused, and preserves high team morale. Assist other management team members in identifying trends and establishing call center goals. Take on other tasks or projects to support employees, other managers, and call center operations.
We're looking for a results-oriented professional who can set expectations for performance. If you have 3-5 years' experience managing a call center environment and a Bachelor's degree, send us your resume! Or visit our careers page for more information about positions with Bryant & Stratton College!
Preferred qualifications:
Master's Degree from a regionally accredited institution.
Expertise with Five9, Oracle CRM, LivePerson Chat, Microsoft Office
Apply now at www.BryantStratton.edu/careers
Bryant & Stratton College is an Equal Opportunity Employer

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