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  • Annandale, VA 22003

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Call Center Manager

Northern Virginia Community College • Annandale, VA

Posted 27 days ago

Job Snapshot

Degree - 4 Year Degree
$62,500 - $65,000/Year
Education - Teaching - Administration
Customer Service

Job Description

The organizational objective of the Call Center is to assist prospective, new & continuing students with their educational needs through timely, accurate and professional telephone & web based communication. Purpose of Position: This position will act as Call Center manager to manage four key Call Center responsibilities to include program management, quality assurance, training; & problem resolution. The incumbent’s core responsibilities support one of the key College strategic objective: provide excellent customer service to the NOVA community.

Duties and Responsibilities

This position will manage program operations, establish goals, evaluate the program effectiveness and assist in developing or modifying policies & procedures. This position is also responsible for the record keeping of program details and outcomes. The incumbent will design, manage and measure the training program for Call Center dept.; serve as a quality assurance and compliance manager ensuring department and College customer service goals are achieved; serve as a resource to the staff by responding and resolving students’ issues to minimize total number of calls transferred to other departments, and increase overall customer satisfaction; serve as primary contact for problem resolution to Call Center staff specifically to maintain first call resolution targets; serve as backup to Director during emergencies and interruptions of Call Center operations. The incumbent will perform a variety of administrative & programmatic duties in support of educational programs.

Job Requirements

Experience working in a college setting, experience working with workforce management solution; experience working with students specifically in academic advising, bilingual in Spanish or Korean
Job ID: 28000775
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