Supervisor, Call Center Services – HigherEdJobs

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Salary: $60,906.00 – $100,669.00 Annually

Location: Catonsville, MD

Job Type: Full-Time Staff

Job Number: 2024-007

Division: Enrollment and Student Services

Department: Enrollment Services Center

Opening Date: 01/16/2024

Class Description

The purpose of this position is to perform professional level administrative duties in supervising call center staff and functions.

Compensation within the posted range is determined by a candidate’s education level and/or years of experience in the field. Generally, employees are hired in the lower third of the scale.

For Best Consideration Please Apply By: January 30, 2024

Minimum Requirements

Bachelor’s degree required. Degree in management, social science or related field preferred. Four (4) years of call center or customer service experience required. Two (2) years of recent supervisory experience required.

Class Specific Essential Duties
  1. Coordinate a functional process within the Call Center.
  2. Implement department programs or initiatives.
  3. Monitor compliance with policies and procedures.
  4. Maintains enrollment related department records and files, as required.
  5. Conduct and attend meetings, as required.
  6. Supervise, advise, and evaluate assigned staff, as required.
  7. Prepare, analyze and provide reports on miscellaneous subjects, as requested.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.

Position Specific Essential Duties
  1. Manages the day-to-day operations of the Call Center staff.
  2. Directly supervises, provides leadership, orientation, and training, coaching, and mentoring to departmental staff.
  3. Participates in the recruiting, and hiring call center associates to build high performance teams
  4. Assists in establish schedules, work procedures and recommends improvements to increase efficiency
  5. Ensures staff compliance with departmental and organizational policies, procedures and protocols
  6. Participates in multidisciplinary meetings, committees, and projects addressing issues related to educational initiatives, conflict resolution, cost containment issues, implementation of new services/systems, and performance measures
  7. Ensures compliance with established performance/ quality standards, assists teams in identifying performance issues, generate solutions for identified problem areas and drive action plans to maintain compliance with performance requirements including the improvement of first contact resolution and repeat call rates.
  8. In collaboration with Quality Assurance, maintains the agent level knowledge base and the professional level knowledge base for all functional areas served as to ensure the hand-off from agent to professional staff is streamlined, accurate, and effective.
  9. Prioritizes initiatives and educational efforts to ensure urgent and important issues are addressed promptly and resolved, successfully drive to excellent results and meet or exceed goals.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.

CCBC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law.

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