Manager, Customer Support

Job Title 

Manager, Customer Support

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Customer Support Manager will act as a change agent and help the department transform itself by focusing on: organizational effectiveness, continuous improvement, and employee development with a concentration on the effect of changing technologies, structures, and tasks on interpersonal and group relationships in the department.. Focus on all aspects of customer satisfaction and care while leading and motivating a team of Customer Support Specialists to ensure they're delivering  the best customer experience possible. Serve customers, clients and students and drive the contact center culture by analyzing customer communication data and proactively planning and implementing contact center strategies and operations with a concentration on continuous improvement.

Primary Responsibilities

• Determines contact center operational strategies by conducting needs assessments, performance/call reviews, capacity planning, and cost/benefit analyses; identifying production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

• Prepares reports and analyzes contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

• Acts as a resource; handles call escalations, assists staff.

• Maintains and improves contact center operations by monitoring employee performance; identifying and resolving problems; preparing and completing action plans.

• Accomplishes contact center human resources objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Meets contact center financial objectives. 

• Formulates agent engagement and retention strategies

• Promotes a performance culture, framework and review processes to achieve service levels and improvements against set targets

• Builds and maintains effective internal and external stakeholder relationships

• Identifies best practice, processes and systems and drives a continuous improvement environment.

• Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends.

• Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.

• Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Minimum Qualifications

• Bachelor's Degree

• 3+ years of experience

Beyond base salary, our comprehensive total rewards package includes:

- Remote work provides a flexible work/life balance
- Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
- Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
- Comprehensive health benefits new hire eligibility starts on day 1 of employment
- Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.

At Kaplan, we believe in attracting, rewarding, and retaining exception