Contact Center Manager

Unlock your full potential in the innovative and inclusive environment at Bryant & Stratton College. We are a career-focused, private, nonprofit college built differently to serve the needs of students, alumni, associates, employers, and the community. Founded in 1854, Bryant & Stratton College offers real-world education leading to bachelor's, associate's, 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 company-paid college tuition for associates and their families.
Apply now to join our team of student-focused 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 best-in-class 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:

• Accountability—Takes ownership
• Brand Ambassadorship—Understands our brand and messages it to the students
• Embracing Change—Adapts to changing circumstances by accepting and responding positively to different ideas and approaches.
• Values—Recognizes the impact of the position on others and acts consistent with BSC core values to ensure positive outcomes
• Team Building—Inspiring and motivating team members and communicates high expectations.
• Operations Management—Takes initiative and utilizes resources to ensure priorities are met in a timely manner and corrects problems as they arise.
• Outcomes Oriented—Makes efficient use of time and resources to achieve successful outcomes. Balances organizational priorities and adjusts to changing conditions as needed.
• Performance Coaching—Sets 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:

• Bachelor's Degree required.
• 3-5 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:

• Master's 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:

$60,000-$70,000 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.

Education

• Bachelors or better