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Manager, Contact Center
Blackboard Inc.
Killeen, TX, United States
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The Operations Manager is responsible for the overall operations and related performance for specifically assigned multiple lines of business. The Operations 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 Operations 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 Operations Manager will also lead key projects that directly impact client retention and satisfaction. Direct and indirect cross functional management responsibilities associated with the key project to ensure the project is successful.
The Manager, Contact Centers will play an integral role in the success of the group. Specifically s/he will be responsible for:
• Act as a project lead on advanced specialized projects for the operations team or in resolution of technical problems that would critically impact performance, schedule or cost for the contact centers overall.
• Successfully manage resources and relationships cross- departmentally. Interact and partner with support organizations to improve communication and streamline processes for the operations team.
• Prioritize staffing needs in a resource-constrained environment and make recommendation to re-prioritize resources as needed to meet client demands.
• As someone invested with the responsibility to manage people, you will administer the various people-related programs for your team (e.g., performance management, salary/bonus administration, development planning, personnel transactions, etc.) and ensure compliance with company practices, policies, and applicable laws; beyond that, you are expected to ensure expectations for success are clear and mutually understood, provide regular constructive and positive feedback, recognize and reward your team, align your team members to the mission and vision of the organization, communicate effectively to the group and individual members, lead with integrity and a passion for your team members’ growth and career progression, and serve as a coach, advocate, and advisor.
• Serve as an escalation point for client issues.
• Identify and share in process improvement; communicate better means to achieve operations goals, promote efficiencies and generally enhances the working environment.
• Partner with the Account Management team to develop and execute a plan for proactive management of current clients to help increase client satisfaction and renewal metrics.
• Ensure adherence to all key performance indicators for assigned lines of business (Primarily contractual SLAs, call quality scores, and schedule adherence).
• Participate in 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.
• Produce and deliver executive summary to Operations leadership containing actual performance to goals for all lines of business, and will hold all operations supervisors accountable to do the same for their teams.
• Adhere to approved operations budget
• Develop and facilitate development modules for operations supervisors as needed.
• Participate in regular reviews of knowledge management tools.
• Any and all other duties as assigned.
QUALIFICATIONS:
This management position requires a solutions-oriented, detail oriented individual who understands how to effectively manage multiple teams in different geographic locations to ensure Blackboard’s business goals and objectives are met.
• Bachelor's Degree preferred (or a combination of post secondary education and at least four 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.
• Possess a comprehensive understanding of the operations budget and operating within budgetary restraints.
• Is an industry thought leader in education and/or call centers.
• 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.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity or expression, military/veteran status, or any other protected factor.
Location/Division: Killeen, TX, USA Job Requisition: SS-723