Supervisor, Contact Center

PRIMARY FUNCTION: The Supervisor, Contact Center supports the Manager in leading the College's Contact Center that serves students and the community. Responsible for day-to-day operations, staff supervision, and performance outcomes. The position also supports continuous improvement in efficiency, expanding self-service options, and delivering high customer satisfaction through 24/7 AI-enabled support.

Essential Job Functions:

• Responsible for supervising and providing the following College wide services:
• Serves as the interim Contact Center leader in the Manager's absence.
• Supervises the daily operations of the Contact Center.
• Supervises and provides direction for a team of inbound/outbound Contact Center Agents
• Supervises all aspects of incoming calls.
• Works with the Manager to implement, review, and update contact center policies. Develops and monitors quotas for service volume.
• Oversees the design and delivery of all monitoring calls for quality assurance
• Tracks Key Performance Indicators (KPIs) to ensure the Contact Center's service levels are met, including First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction.
• Acts as first level for resolution of escalated customer concerns.
• Support the Manager in development of Contact Center strategy, roadmap and service level agreement as it relates to the department.
• Supports the Manager in resource planning and allocation within the team.
• Support the day-to-day administration of the team, including contracts, payroll, expenses and supplies.
• Support the Manager in the maintenance of the budget as allocated to the team. Support the Director, Enterprise Services in the development of the ITS budget.
• Human Resource and Performance Management:

Responsible for human resource management as assigned to this position. This includes:

• Recommend staffing and organization structure to ensure optimum service delivery
• Hire and train staff
• Staff development
• Ensure that performance management activities including evaluations and rating validations are completed in a timely manner
• Ensure that staff issues within the team are addressed in accordance with the college's policies and procedures.

Marginal Job Functions:

• Other duties as assigned