Supervisor, Contact Center

Essential Job Functions

• Serves as the interim Contact Center leader in the Manager’s absence.
• Supervises the daily operations of the Contact Center.
• Supervises and provides direction for a team of inbound/outbound Contact Center Agents.
• Supervises all aspects of incoming calls.
• Works with the Manager to implement, review, and update contact center policies.
• Develops and monitors quotas for service volume.
• Oversees the design and delivery of all monitoring calls for quality assurance.
• Tracks Key Performance Indicators (KPIs) to ensure the Contact Center’s service levels are met, including First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction.
• Acts as first level for resolution of escalated customer concerns.
• Supports the Manager in development of Contact Center strategy, roadmap and service level agreement as it relates to the department.
• Supports the Manager in resource planning and allocation within the team.
• Supports the day-to-day administration of the team, including contracts, payroll, expenses and supplies.
• Supports the Manager in the maintenance of the budget as allocated to the team.
• Supports the Director, Enterprise Services in the development of the ITS budget.

Human Resource and Performance Management

• Recommend staffing and organization structure to ensure optimum service delivery.
• Hire and train staff.
• Staff development.
• Ensure that performance management activities including evaluations and rating validations are completed in a timely manner.
• Ensure that staff issues within the team are addressed in accordance with the college’s policies and procedures.

Marginal Job Functions

• Other duties as assigned.

Required Knowledge, Skills And Abilities

• Ability to supervise a team of Contact Center agents.
• Ability to schedule Contact Center workforce resources.
• Ability to resolve escalated customer service concerns.
• Ability to comprehend complex information and explain it to prospective and current students.
• Ability to work well with others and to demonstrate an excellent quality of work with little direct supervision.
• Must be highly organized and possess excellent verbal communication and documentation skills.
• Ability to track and manage expenditures to budget.
• Must be proficient in Microsoft Office.

Preferred Knowledge, Skills And Abilities

• Bilingual skills.
• Knowledge of the operations of a community college and the enrollment process.
• Ability to review customer case records and make decisions to assist the customer in achieving their goals.
• Knowledge of Ellucian Banner or other Student Information Systems (software).
• Knowledge of campus departments and processes.

Required Education

• Associates Degree or certificate from an accredited institution is required.

Preferred Education

• Bachelor’s Degree or above from an accredited institution preferred.

Required Experience

• Minimum five (5) years of related work experience required.
• Minimum one (1) year experience in mentoring and training of Contact Center agents is required.

Preferred Experience

• Experience in Higher Education preferred.
• Minimum one (1) year of supervisory experience preferred.
• Experience in contact center customer service supervisory capacity is preferred.