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Manager, Service Center
Blackboard Inc.
Somerset, KY, United States
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Manager, Service Center - Blackboard
Somerset, KY
THE OPPORTUNITY
With more than 5,000 global education clients, Blackboard’s Student Services brings virtualized support and technology enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to delivery services through the enrollment and learning process. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.
POSITION RESPONSIBILITIES
The Manager, Service Center is responsible for the overall operations and related performance for specifically assigned lines of business. The Manager is charged with increasing agent utilization, ensuring all customers’ SLA's are met and improved upon, and that call quality and accuracy are maintained at the highest levels. Responsible for the management and development of assigned Operations Supervisors and that all staff under their guidance receives coaching and mentoring. The Manager is responsible for the continuous improvement of key performance indicators and updating and alerting executive management to significant trends, financial and performance metrics, and employee relations issues.
The Manager, Service Center will play an integral role in the success of the group. Specifically s/he will be responsible for:
• Ensure adherence to all key performance indicators for assigned lines of business (Primarily contractual SLAs, call quality scores, and schedule adherence).
• Participate in daily operations meetings providing site director with review of previous day’s performance, guidance for current day's performance, and mitigation steps that will be taken to ensure achievement of key performance indicator goals and continuous improvement.
• Responsible for supervision of 150-200 full-time equivalents, with at least one layer of management.
• Produce and deliver executive summary to site director containing actual performance to goals for all lines of business, and will hold all operations supervisors accountable to do the same for their teams.
• Hold daily operations meetings with operations supervisors to review previous day’s performance, guidance for the current day's performance, and mitigation steps to continuously improve results.
• Adhere to approved operations budgets.
• Participate in weekly review of call volume forecasts, staffing plans, shrinkage models, an actual staffing to plans. Will develop plans to mitigate staffing issues when necessary.
• Escalate financial, performance, and employee relations issues to site human resource personnel and site director in real-time.
• Ensure that all technology outages are communicated to the Command Center, site director, account management, and other staff as needed
• Ensure that all staff understand and are performing in a manner consistent with the company's mission, vision, and goals.
• Any and all other duties as assigned.
QUALIFICATIONS
Bachelor's Degree preferred (or a combination of post secondary education and at least six years of call center management).
• Five years of Call Center experience is a minimum, with four of those years in management experience.
• Excellent oral and written skills.
• Experience creating and understanding financial reports.
• Ability to motivate and develop others.
• Ability to build a positive working environment.
• Ability to self-direct and work with minimum supervision.
• Ability to learn and follow through on problem resolution.
• Must work well in fast-paced, flexible environment.
• Ability to understand complex problems, and develop actionable steps to improve performance.
• Previous experience in the education industry and e-learning technologies.
• Two years outsourcing Call Center environment experience preferred.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.