Call Center Manager - Ultimate Staffing Services

National Education Company is seeking a senior level contact center manager or senior level manager to start in their Phoenix Campus. This is an in office position M-F

The Manager of Contact Center operates in an education environment and is responsible for overseeing the strategic planning, development, and efficient operation of the contact center to ensure optimal support for candidates, students, and other internal and external stakeholders. This role involves managing a sizable team, implementing effective communication channels, and utilizing technology to enhance the overall customer experience within the educational institution.

Operational Management:

• Oversee day-to-day operations of the contact center, ensuring efficiency, accuracy, and responsiveness in addressing inquiries and issues.
• Develop and implement processes to streamline workflows and improve overall contact center performance.

Team Management:

• Recruit, train, and manage a high performance and skilled team of contact center professionals who are motivated and engaged through effective training, performance management and career development activities.
• Foster a positive and collaborative work environment, promoting continuous learning and professional development.
• Lead the team to achieve established business results and performance metrics while recognizing and rewarding employee contributions and achievements.

Quality Assurance & Compliance

• Establish and monitor key performance indicators (KPIs) to assess the effectiveness of the contact center.
• Implement quality assurance programs to ensure service excellence and adherence to established standards.
• Champion a culture of compliance by overseeing all compliance requirements including state, federal, regulatory, and company policies through ensuring accurate record keeping/reporting and monitoring agent interactions with potential student

Education/Experience

• High School Diploma or GED
• Bachelors degree in communications, business administration or related, required (Masters degree, preferred)
• Minimum 5 years of frontline management experience required
• Minimum 3 years of sales experience required
• Experience with contact center training programs preferred
• Strong background in best practices and experience in leading One Voice (Omnichannel) Contact Centers

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.