The call center manager serves as the first point of contact to provide technical support (issue origination, initial troubleshooting, remote support, minor hardware peripheral setups, issue escalation, and on-call emergency assistance) for students, faculty and staff through the daily management of the call center. The call center manager will respond to customer inquiries regarding student enrollment, financial aid, registration and IT related issues.
- Manage the call traffic for both prospective student inquiries and service desk incidents with a view to ensuring acceptable levels of support at the call center. Hire, train and manage call center staff as support levels grow and staff increases are required.
- Respond to faculty and staff request for help for all incoming technology issues, escalating/reassigning issues that are not resolvable by first level support. Responsible to direct issues requiring 2nd level technician support to the appropriate team, providing accurate and pertinent data to assist the technician in resolving the issue.
- Provide follow-up and correspondence to all users with excellent customer service and proper manner with details, instruction, education, and information.
- Capture and report performance metrics to include items such as call efficiency and abandonment rate, call volume, IT ticket volume, ticket response time and resolution.
- Collaborate with organizational units to create and maintain a knowledge base of frequently asked questions that can be utilized by call center staff and posted on internal and external web pages to enhance customer service.
- Lead efforts in continuous improvement of the customer experience through communication, education, automation and process enhancements.
- Excellent interpersonal and communication skills to include interaction with public, students, parents, faculty and staff.
- Excellent oral and written communication skills.
- Ability to work under pressure and with deadlines.
- Ability to create and articulate strategic plans as well as continuous improvement initiatives
- Ability to exercise sound judgment regarding proper troubleshooting procedures and protocols.
- Working knowledge of Windows, WordPerfect, MS Word, MS PowerPoint and MS Excel.
- One year college or technical school.
- Technical certification or associates degree in computer technology and media technology preferred.