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Posted: Saturday, August 19, 2017 8:02 PM

Job Description:/h3:
Academic Partnerships is looking to hire a Call Center Operations Manager to join our Student Success Center in downtown Dallas. The Call Center Operations Manager will lead a team of specialists that provide operational support in identifying short and long:term process improvement opportunities, monitor and reporting of key metrics, and represent the Contact Center in collaborative projects across the company.

This role is critical to delivering exceptional student experiences while leveraging the most effective use of staffing, technology, and automation.

Responsibilities Include:
:Oversees all aspects of contact center operations (Workforce Management, Service level adherence, staffing optimization and adherence).
:Review trend reports against program goals and ensure metric goals are met.
:Participate in regular business reviews with the Contact Center Leadership team.
:Manage the day:to:day communication and successful operation of the program.
:Oversees performance and quality standard reviews to ensure outcomes meet partner expectations.
:Leverages data, reporting, and analytics to assess operational effectiveness
:Troubleshoots and creates action plans to quickly and effectively address problems.
:Identifies process improvement opportunities to drive operational efficiencies
:Monitors all key metrics in support of meeting/exceeding initiative objectives.
:Maintain consistent, positive, and effective communications with direct report team, peers, and senior leadership.
:Works collaboratively across the organization to improve customer experiences through processes, technology, and automation.
Qualifications Include:
:BachelorA and euro;(tm)s degree in Business, Marketing or Communications
:5:8 years of management experience in an outbound call center environment.
:Previous operations management experience in a front:line customer service or call center environment.
:Strong organizational and strategic planning skills.
:Ability to work in a collaborative, heavily matrixed organization.
:Ability to coach and develop program management to drive program performance
:Flexibility and versatility in problem analysis and resolution requiring attention to detail.
:Ability to communicate across functional lines.
:Critical thinking skills focused on root cause and opportunities for improvement.
:Ability to analyze and interpret qualitative and quantitative data.
:Excellent interpersonal, written and oral communications skills.

Company Description:/h3:
Academic Partnerships helps university partners develop, market, optimize, and grow their online presence by supporting the conversion of quality on:campus programs to engaging online formats, attracting and enrolling qualified students, and providing ongoing support to retain students through graduation.


• Location: Dallas

• Post ID: 63625953 dallas is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017