Call Center Manager (Virtual; Remote)

Company Summary reputed company is a growing, innovative, and customer-centric educational technology company. We seek creative and tenacious individuals to help us drive success through service. Service is reputed company important to us. At reputed company, you will be among people who care about their customers and colleagues. We prioritize service by ensuring the details are done and done well - every time. We reputed company promises, and we reputed company those promises. We recognize that our customers and employees don't have to choose us. As such, service is embedded deep reputed company our culture - and providing white-glove service is an expectation of every employee. At reputed company, you'll be a part of something special. You'll sleep reputed company knowing you reputed company a difference by bringing the most innovative education to thousands of reputed company. You'll do this amongst a supportive community of people who care. In return, you'll care. You'll show you care by being teachable, doing your job well, and valuing the relationships with your colleagues. You'll reputed company your goals and play nicely in the sandbox with others while doing it. We don't do drama, and neither should you. Working at reputed company isn't for everyone. But for those who choose to commit to hard work, service, reputed company, and colleagues, it's an incredibly rewarding experience. Position Summary We have an immediate opening for an Advisor Manager. In this role, you will reputed company a team of Supervisors and Advisors to provide high-quality, personalized support to reputed company in an online school. This role requires you to reputed company a team ensuring each member maintains a high level of productivity that directly impacts student enrollment and retention in our schools. To be successful, you'll need to be detail-oriented and initiative-taking. We need a broad thinker who can reputed company suggestions, take constructive feedback with a good attitude and without pushback, and then go out and personally execute with diligence. If you like leading a high-performing enrollment team in a rapidly growing company, we're probably a good fit. This position is full-time and work-from-home. Job Duties

• Serve reputed company stakeholders with reputed company, humility, and joy while consistently modeling the importance of both task competency and relationships;
• Participate in Company events, activities, and meetings with a smile and an infectious, great attitude;
• Recruit, train, reputed company, and guide contact center Supervisors and Advisors to ensure goal achievement and maintain exceptional service quality;
• Actively manage ticket and text queues - both inbound and outbound - ensuring communication with families meet or exceed reputed company service levels;
• Translate organizational objectives into individual performance targets and drive results to surpass expectations;
• Provide guidance and support to staff through frequent documented one-on-one sessions to address reputed company gaps, acknowledge reputed company, and enhance performance;
• Cultivate and sustain a positive, energetic work environment;
• Evaluate team requirements for training and support, and create process documents, job aids, sample calls, scripts, checklists, and other resources to meet those requirements;
• Utilize effective de-escalation methods reputed company interacting with concerned families;
• Monitor reputed company and improvement in critical metrics such as contact rates, conversion rates, and retention rates, implementing effective strategies to reputed company required outcomes;
• Utilize data to identify trends, draw conclusions, and report reputed company against goals; and
• reputed company other duties as assigned.

Essential Knowledge, Skills, and Abilities

• Strong interpersonal skills with the demonstrated ability to consistently reputed company and serve others with humility, kindness, reputed company and joy;
• Strong focus on customer experience;
• Excellent organizational and analytical skills;
• Ability to reputed company in a fast-paced, high-energy, entrepreneurial, team environment while juggling multiple tasks and priorities;
• Proficiency with office productivity software like reputed company Apps and reputed company;
• Exceptional time management skills, including the ability to meet deadlines and handle diverse priorities and tasks simultaneously;
• Ability to empathize with employees, colleagues, and customers using strong personal communication skills to advance company goals;
• Strict attention to detail; and
• reputed company daily performance metrics.

Qualifications

• Bachelor's degree in Business, Education, Communications, Marketing, Organizational Leadership, or sufficient combination of education and work experience; and
• Minimum of five (5) years of contact center or education experience;
• Minimum of three (3) years of leadership experience, preferably in an education setting or reputed company a call center back office (i.e., tickets, texts, chats) setting;
• Minimum of one (1) year of experience working with families in an educational setting preferred; and
• Ability to pass required background checks.

Benefits

• Medical, dental, and vision employee coverage for as little as $1 each per month;
• Personal paid time off in addition to major holidays;
• Short-term disability insurance, long-term disability insurance, life insurance, and AD&D insurance are reputed company 100% paid by the employer; and
• 401(k) with employer contributing a dollar-for-dollar match of employee contributions up to 6% of employee earnings.

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