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    Call Center Manager - San Antonio, United States - Hallmark University

    Hallmark University
    Hallmark University San Antonio, United States

    3 weeks ago

    Default job background
    Full time
    Description
    SUMMARY OF THE JOB:

    The call center manager is responsible for overseeing the daily operation of the University call center for prospective students. This includes the hiring and training of call center staff; establishing performance goals; providing ongoing evaluation and coaching; and the optimization of call center protocols, processes, and expectations. The call center manager should work closely with the Director of Admissions, Director of Outreach, and Director of Marketing to ensure a holistic approach to student recruitment and achievement of university start goals.

    ESSENTIAL FUNCTIONS:
    • Responsible for hiring, onboarding, and training call center staff.
    • Coach call center staff through challenging customer service issues.
    • Leading team meetings that provide coaching regarding processes and practices and explain expectations to employees.
    • Lead team training on Salesforce activity tracking and process optimizations in collaboration with IT.
    • Review call recordings to provide individual coaching that will enable better overall service and outcomes.
    • Analyze call center data and prepare reports for upper management.
    • Perform weekly quality assurance evaluations, providing coaching and / or taking corrective action as needed in collaboration with the Admissions Director.
    • Collaboratively manage the admissions appointment calendar in coordination with the Director of Admissions.
    • Prepare work schedules to ensure sufficient coverage.
    • Assisting other management team members in identifying trends and establishing call center goals.
    • Manage the call center to achieve quantitative and qualitative objective.
    • Implement campus inquiry distribution and management plan.
    • Monitor activity of calls, email, texting solutions to engage prospects.

    OTHER FUNCTIONS:
    • Display records of achievement by exceeding stated goals.
    • Able to show exceptional social and customer focused skills.
    • Detail oriented and highly organized.
    • Display strong ability to effectively interact with students, staff, and faculty.
    • Exceptionally effective team member.
    • Reliable and motivated under high pressure working environment.

    PROFESSIONAL/PUBLIC ACTIVITIES:
    • Continued Education, Certifications, Knowledge Base enhanced training and skill sets.
    • Must participate in the Hallmark Character program.

    KNOWLEDGE/ SKILLS/ABILITIES:
    • Possess exceptional telephone and organizational skills and face-to-face communication.
    • Exhibit a high level of motivation, with a passion for student success and the Hallmark University mission.
    • Establish a commitment to business ethics and compliance with regulatory rules.
    • Have a proven track record of successful customer service, sales, or admissions experience.
    • Multitask and be highly organized in a fast-paced environment, with the ability to adapt to change.
    • Assert strong interpersonal and communication skills.
    • Proficient with basic computer software and phone systems.

    QUALIFICATIONS AND EXPERIENCE:

    PREFERRED:
    • Experience working with Salesforce.
    REQUIRED:
    • Bachelor's Degree from an accredited college/university.
    • Strong leadership skills.
    • Ability to work independently.
    • Problem solving abilities.
    • Excellent customer service skills.
    About Hallmark University:

    Hallmark University is a nonprofit college offering Aviation Maintenance, Information Technology, Cyber Security, Business, and Nursing.

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