Senior Manager Contact Center Operations
Senior Manager Contact Center Operations
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 118300 - 155400
1 Vacancy
Job Description
Overview
At PowerSchool we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home PowerSchool supports the entire educational ecosystem as the global leader of cloudbased software for K12 education. Our employees make it all possible and a career with us means youre joining a successful team committed to engaging empowering and improving the K12 education experience everywhere.
Role Overview
This position under the general direction of the director is responsible for the overall direction coordination quality and output of employees that provide support for our awardwinning K12 software systems. This position drives process improvements while motivating our employees to create update and deliver a wide spectrum of reports and processes relating to the Professional Services and Support organizations. The team(s) reporting to this position may be composed of team members working a variety of daytoday operational tasks included but not limited to: workforce management data analysis report creation training creation vendor management and financial planning. The successful candidate will have the ability to analyze and interpret data to drive business results and create strategic business plans. Additionally this position will provide leadership and guidance to evolve our operations while supporting new and existing products and services.
Responsibilities
Duties and Responsibilities
Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Monitors and drives all performance goals
- Coaches and develops employees
- Works to increase team efficiency and effectiveness
- Participates in hiring of new team members
- Performs any HR related administrative tasks
- Leads weekly staff meetings conducts regular employee oneonone sessions and annual reviews
- Addresses any performance management issues with employees
- Liaise with finance accounting marketing and sales departments to complete projects manage costs and gather data
- Manage vendor relationships including existing and new SOW engagements
- Compile data sets that will provide analysis of monthly and yearly info/trends against operational headcount & budget
- Consolidates information into actionable items reports and presentations to make critical strategic decision
- Proactively identify analyze and interpret trends or patterns in complex data sets
- All other duties as assigned
Qualifications
Qualifications
To be considered for and to perform this job successfully an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability .
Qualifications include:
- 4 years prior experience in an analyst role
- 3 years prior supervisory or management experience
- Proficient in Microsoft Office suite with an expert knowledge of Excel
- Must be able to manage multiple projects at the same time
- Vendor management experience preferred
- Understanding of financial planning and managing costs associated with a department
- Salesforce experience
- Prior CRM and ERP experience
- Excellent attention to detail and time management
- Excellent problem solving and reasoning skills
- Excellent oral written and interpersonal skills
- Excellent customer service and conflict resolution skills
- Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes
- Ability to lead and coach employees
- Bachelors degree or equivalent work experience
Compensation & Benefits
Compensation & Benefits
PowerSchool offers the following benefits:
- Comprehensive Insurance Coverage (including Medical Dental Vision Pharmacy benefits Life Insurance and AD&D)
- Flexible Spending Accounts and Health Savings Accounts
- ShortTerm Disability and LongTerm Disability
- Comprehensive 401(k) plan
- Generous Parental Leave
- Unrestricted paid time off (known as Discretionary Time Off DTO)
- Wellness Program including ClassPass & Employee Assistance Program
- Tuition Reimbursement
- Optional Benefits: Pet Insurance Identity Theft Protection Student Debt Repayment Program and Prepaid Legal coverage
A reasonable estimate of the base compensation range for this position is $118300 $155400 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicants skills and prior relevant experience and training; licensures degrees and certifications; specific geographic location; internal equity; internal pay ranges; and market data/range parameters.
EEO Commitment
EEO Commitment
PowerSchool celebrates a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process please let us know by emailing
Required Experience:
Senior Manager
Employment Type
Full-Time
