Contact Center Manager

Unlock your full potential in the innovative and inclusive environment at Bryant & Stratton College. We are a careerfocused private nonprofit college built differently to serve the needs of students alumni associates employers and the community. Founded in 1854 Bryant & Stratton College offers realworld education leading to bachelors associates and professional certificates after completion in the fields of healthcare technology legal business graphic design and more.
We offer a comprehensive benefits package that includes competitive salaries medical/dental/vision insurance generous paid time off 401(k) and companypaid college tuition for associates and their families.
Apply now to join our team of studentfocused associates!

We are growing here in Orchard Park! Our Contact Center Manager is responsible for workforce management recruiting coaching training and quality management to ensure all customers of Bryant & Stratton College are provided with a bestinclass customer service experience. Performance metrics include call efficiency lead conversion rates quality assurance ratings staffing utilization and acceptable turnover. A commitment to excellence is demonstrated through continuous staff development programs that enhance employee engagement service knowledge skills and morale.

Other duties responsibilities and activities may change or be assigned at any time with or without notice.

College Competencies:

• AccountabilityTakes ownership
• Brand AmbassadorshipUnderstands our brand and messages it to the students
• Embracing ChangeAdapts to changing circumstances by accepting and responding positively to different ideas and approaches.
• ValuesRecognizes the impact of the position on others and acts consistent with BSC core values to ensure positive outcomes
• Team BuildingInspiring and motivating team members and communicates high expectations.
• Operations ManagementTakes initiative and utilizes resources to ensure priorities are met in a timely manner and corrects problems as they arise.
• Outcomes OrientedMakes efficient use of time and resources to achieve successful outcomes. Balances organizational priorities and adjusts to changing conditions as needed.
• Performance CoachingSets standards and adheres to a principle that support a trusting and credible coaching relationship. Communicates the standards to fellow associates and consistently demonstrates B&S values & ethics.

Key Competencies and Skills:

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Teamwork
• Stress tolerance
• Resilience

Qualifications:

• Bachelors Degree required.
• 35 years proven experience managing metrics ensuring student satisfaction and reporting statistical performance levels related to Call Center
• Proficiency with necessary technology including computers software applications phone systems and CRM.
• Exceptional interpersonal customer service problem solving mentoring communication and conflict resolution skills.

Preferred qualifications:

• Masters degree.
• Expertise with Five9 Oracle CRM LivePerson Chat Microsoft Office

Physical Demands and Work Environment:

Position requires standing or sitting in a stationary position as well as the occasional need to lift carry push and/or move objects up to 10 pounds.

Position also requires the use of computer technology/equipment.

Position requires the ability to hear conversations and receive information in person and over the telephone.

Position requires the ability to convey detailed and important instructions or ideas accurately loudly or quickly.

SALARY:

$60000$70000 yearly

Please note that the compensation information is a good faith estimate of the base pay for this position. Information about the total compensation package for this position will be provided during the interview process.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability or protected veteran status or any other legally protected basis in accordance with applicable law. Bryant & Stratton College is an Equal Opportunity Employer.

Required Experience:

Manager