Service Center Manager (58529)

International Education Corporation is a leader in post-secondary career education. Working at our employee-owned company is more than just a great career - it’s an investment in yourself. Our mission is to drive personal and community transformation by empowering students to make a positive and enduring life change. We are consistently searching for like-minded compassionate professionals who strive to be the best in their respective fields. Our top candidates share our commitment to helping students build the skills to create a future of which they can be proud.

We are currently seeking a Service Center Manager to join our team at our Mesa, AZ location. In this position, you will be responsible to oversee our outbound/inbound telemarketing call center, which employs approximately 50 Agents. The successful applicant will be responsible for directing agents’ workflow and workload as well as handling complaints, concerns and questions from customers. We’re looking for a highly organized professional with management experience who can ensure the most efficient operations of our call center. Your goal is to increase customer satisfaction and to ensure our agents meet their weekly, monthly and quarterly quotas.

Essential Job Duties and Responsibilities

• Establish strategies including new and unique ways to improve operations to move forward by setting goals to meet and exceed service levels, gathering pertinent business, financial, service and operations information, identifying and evaluating trends and options, choosing a course of action, defining objectives and evaluating outcomes all while fostering teamwork and collaborative client partnerships. Collect and analyze metrics/run reports
• Train and motivate representatives-- lead by example
• Have the ability to create and maintain a process driven work environment.
• Answer inbound calls to manage escalations schedule and appointments as needed
• Hire, train and on-board new Call Center Agents as required to meet quotas
• Carry out management of call monitoring, coaching, training, development, corrective action, and reviews for all subordinates daily
• Process weekly reports for submission to leadership team
• Oversee and ensure conflict resolution between associates and customers
• Ensure that all employees follow the company’s best practices for call center management and operations
• Develop presentations and talks to motivate and educate call center agents
• Communicate company goals to associates so every employee understands his or her role
• Conduct periodic surveys of customers and potential customers to ensure quality control
• Other duties as assigned.

• Bachelors Degree preferred

• Minimum of 5 years management experience in a high volume call center environment required

• Excellent communication, management, interpersonal and leadership skills.

• Ability to lead by example and motivate a team of representatives

• Must be coach-able and trainable

• Upbeat, energetic, and persuasive personality

• Ability and willingness to work long hours including weekends as needed.

We offer an exciting, fast-paced and dynamic work environment. In addition, full-time colleagues have a variety of benefits available that include; Medical, Dental, Vision, Life Insurance, Disability Coverage, a generously matched 401(k) plan, voluntary benefits and much more.
If changing students’ lives is also important to you, and you have the qualifications reflected above, we would love to hear from you!