As the Director of the University Service Center, you will be responsible for the strategic planning and execution of all call center operations for Northbridge University. This role will be responsible for day-to-day operations, interactions, and escalations and will manage all processes to continuously improve customer experience and implement process changes with a tactical emphasis on Key Performance Indicators (KPIs), people, processes, quality, workforce planning, and systems. As the Director of the University Service Center, success is measured by the organization’s ability to provide high-quality services while meeting Service Level Targets, improving call performance, increasing resource use, and achieving metrics. You will actively contribute to the overall organizational operational targets as well as daily business decisions. This role continually leads and inspires the team to develop and document best practices in performing all duties and responsibilities.
Responsibilities:
• Manage budget
• Manage BPO partners and vendors
• Be cost-conscious and ensure resources are managed as efficiently as possible while maximizing opportunities to reduce costs without compromising service
• Achieve and maintain operational performance metrics across the program: service level, CSAT, AHT, interval management, abandonment rate, staffing utilization, hold time, and financial performance
• Continually drives business improvements by bringing forward actionable insights
• Maximize program productivity and performance
• Proactive and efficient communication
• Manage metrics-based reporting to monitor and manage operational performance and make data-driven decisions
• Maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision
• Responsible for development and performance of the Performance Managers, Training team, and QA team.
• Strong team collaborator with the ability to delegate and manage projects
Requirements and skills
• Expert knowledge of call center metrics, call center operations, and how to drive performance
• Measurable experience in managing and growing profitable accounts
• Strong negotiation, interpersonal, written, and oral communications skills
• Minimum 10 years of Call Center/Contact Center leadership experience
• Expert in PowerPoint, Excel and Outlook
• Effective leadership and analytical skills, including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
• Experience successfully leading and coaching leadership individuals
• Desire to motivate and foster a positive and motivating environment
• Experience with project management and action planning
Qualifications/Education:
• Bachelor's Degree in Business Administration, Information Technology, or related areas
• Minimum of 10 years, up-through-the-ranks call center experience.
• Demonstrated experience managing multiple outsourced call center vendors.
• Experience in identifying key success metrics and reporting on success; ability to mitigate issues and suggest improvements.
• Experience delivering customer-focused service.
• Experience working in a project-based environment using leading project management practices, including schedule management, status reporting, and communication of project risks and issues.
• Advanced problem-solving skills: ability to uncover the root of difficult problems and scope solutions based on knowledge of available resources and timelines as well as awareness of vision and strategy.
• Experience in complex higher education environments, serving academic and administrative functions of a large public university.
• Strong written and verbal communication skills and can communicate complex technical ideas to a diverse community of colleagues and stakeholders. Can relay technical information to audiences of technical and non-technical stakeholders.
• Thinks creatively and introduces innovations such as the incorporation of new technologies or processes. Thrives in an ever-changing, fast-paced environment
Language Skills:
• Fully bilingual in Spanish and English
• Effective oral and written communication.
• Ability to read, analyze, and interpret common technical reports and legal documents.
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