Associate Service Center Manager (61911)

Essential Job Duties And Responsibilities

• Monitor service center agents performance and provide learning/coaching opportunities, as necessary
• Evaluate agent and team daily performance with key metrics
• Identify areas of improvement for individual agents and team, as well as working with the Service Center Manager to determine strategies for improvement
• Assist with completion of objectives for the service center’s day-to-day activities
• Execute effective resource plans to maximize the productivity of resources (people, technology, etc.)
• Collect and analyze service center statistics (transfer & conversion rates, customer service metrics, etc.)
• Provide coaching and assistance to call center agents on an ongoing basis
• Ensure all agents understand and comply with call center objectives, performance standards and policies
• Motivate Service Center Agents to ensure high level of production
• Work with management team to support agents and maximize student satisfaction

Qualifications

• High school diploma or equivalent; higher degree in a relevant discipline preferred
• 1-2 years of proven experience as call center supervisor or similar position
• Experience in customer service is required
• Solid understanding of performance evaluation and customer service metrics
• Solid understanding of reporting
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Solid organizational and leadership skills with a problem-solving ability
• Positive and patient