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Supervisor, Service Center
Blackboard Inc.
Somerset, KY, United States
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Supervisor, Service Center – Blackboard Student Services
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 deliver 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 Supervisor is responsible for managing a specifically assigned team of Operations Center Advisors to ensure they meet defined performance objectives. This individual is responsible for the continuous improvement of key performance indicators and updating and alerting management to significant trends, financial and performance metrics, and employee relations issues. The Supervisor is the primary contact for their assigned employee teams for all employment related concerns, including but not limited to performance management, payroll and scheduling adherence, client escalations and second level concerns, quality assurance, and employee inquires.
The Supervisor will play an integral role in the success of the organization. Specifically s/he will be responsible for:
• Directly supervises team of operations center advisors. Carries out supervisory responsibilities in accordance with company policies and applicable laws.
• Monitors individual and team results to identify and act on both positive and negative performance trends to ensure revenue goals and performance targets are met.
• Implements and ensures defined work processes and procedures are followed by their assigned employee teams.
• Monitors employee productivity and provides direction and communication to ensure customer calls are answered in a timely, efficient, and knowledgeable manner.
• Addresses performance problems in accordance with company policy. Prepares warnings and communicates effectively with employees to follow up on employee performance.
• Monitors customer calls to observe employee demeanor, technical accuracy, and conformity to company policies.
• Communicates and follows up to ensure advisors are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
• Works as member/leader of projects that directly contribute to organizational success.
• Is available for employees that experience workplace problems by providing appropriate coaching, counseling, direction and resolution.
• Projects favorable image of the company to promote its objectives and goals as well as enhance customer relationships.
Qualifications:
Bachelor’s degree preferred (or a combination of post secondary education and at least four years of Operations Center management experience); High School diploma or equivalent required.
• Minimum of three years Operations Center experience.
• Previous leadership experience strongly preferred, with preference given to candidates with previous call center leadership experience.
• Ability to manage multiple job tasks at one time and escalate issues timely.
• Able to focus in a fast-paced environment.
• Strong verbal and written communication skills.
• Moderate computer skills, especially with Microsoft office.
• Ability to adapt to change.
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.