Operations Lead, Contact Center

Summary:

We are seeking a highly skilled and experienced Operations Lead Contact Center to join our team. This role involves overseeing the strategy support and maintenance of our Contact Center functionality within our CRM platforms ensuring optimal performance customer satisfaction and alignment with business objectives. The ideal candidate will have a strong background in Salesforce CTI and Contact Center services; and will drive champion industry best practices towards transformation and innovation.

This role has a key responsibility to ensure that the ideal customer experience is delivered to our end customer. He/she/they must be a highly motivated quality driven leader for the team. This individual will consistently recommend and deliver best practices meeting the highest standards. While strategic thinking and coordination are important elements of this position this individual will be required to take a very hands-on role with requirements design training support and other operational duties across various digital platform teams.

Duties and Responsibilities:

• Stay up to date with emerging technologies industry best practices and contact center trends to drive continuous improvement and innovation

• Work closely with cross-functional teams to identify analyze and resolve complex problems enhancing system functionality and user experience

• Develop and analyze contact center performance reports to identify trends areas of improvement and opportunities for enhancing customer experience

• Lead support and development resources for a timely resolution of support issues driving Service Level Agreements and critical incident resolutions

• Develop training programs for contact center agents to enhance their skills product knowledge and customer service abilities. Provide ongoing support and coaching to improve agent performance

• Ensure adherence to FCC regulations higher education regulations and guidelines related to contact center operation

• Build and maintain relationships with vendors negotiate contracts and ensure services meet the organizations requirements and standards

• Partner with Leadership team to oversee contact center budget

• Develop strong relationships with internal collaborators stakeholders and external partners supporting strategic priorities and goals

Education & Experience Requirements:

Experience:

• Minimum 3 years of experience as managing Contact Center

• Experience with voice video chat SMS and survey tools/integrations is a plus

• Strong understanding CTI and Workforce management best practices and functionality

• Demonstrated experience in leading multi-functional project and DevOps teams in a Scrum Agile environment

• Strong communication and interpersonal skills with the ability to interact effectively with all levels of the organization

• Experience with data analysis and reporting tools

• Ability to work in a challenging environment and manage multiple priorities

• Admin (ADM-201) certified

• Service Cloud Consultant is a plus

• Experience with Salesforce products: Sales Cloud Service Cloud Experience Cloud EDA Admissions Connect Student Success Hub Education Cloud

• Excellent leadership communication and management skills

Preferred Experience Requirements:

Education:

• Bachelors Degree

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race color national origin age marital status sex sexual orientation gender identity gender expression disability religion ancestry political affiliation or veteran status in employment educational programs and activities and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall based on disability be excluded from participation in or be denied the benefits of the services programs or activities of the University or be subjected to discrimination. For information about UMGCs Reasonable Workplace Accommodation Policy or to request an accommodation applicants/candidates can contact Employee Accommodations via email at.

Benefits Package Highlights:

• Generous Time Off:Enjoy 22 days of paid vacation 15 days of sick leave 3 personal days and 15 paid holidays (16 during general election years). For part-time employees time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage:Access to health care medical with vision dental and prescription plans for both individuals and families effective from the 1st of the month following your hire date.
• Insurance Options:Term Life Insurance Accidental Death and Dismemberment Insurance and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts:Available for medical and dependent care expenses.
• Retirement Plans:Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k) 403(b) 457(b) and various Roth options. The university does not provide matching funds.
• Tuition Remission:Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time) tuition remission benefits are prorated.

Hiring Range: