Supervisor, Contact Center

San Jacinto•Houston, TX

3d•Onsite

About The Position

The Supervisor, Contact Center supports the Manager in leading the College’s Contact Center that serves students and the community. Responsible for day-to-day operations, staff supervision, and performance outcomes. The position also supports continuous improvement in efficiency, expanding self-service options, and delivering high customer satisfaction through 24/7 AI-enabled support.

Requirements

Ability to supervise a team of Contact Center agents.
Ability to schedule Contact Center workforce resources.
Ability to resolve escalated customer service concerns.
Ability to comprehend complex information and explain it to prospective and current students.
Ability to work well with others and to demonstrate an excellent quality of work with little direct supervision.
Must be highly organized and possess excellent verbal communication and documentation skills.
Ability to track and manage expenditures to budget.
Must be proficient in Microsoft Office.
Associates Degree or certificate from an accredited institution is required.
Minimum five (5) years of related work experience required.
Minimum one (1) year experience in mentoring and training of Contact Center agents is required

Nice To Haves

Bilingual skills
Knowledge of the operations of a community college and the enrollment process.
Ability to review customer case records and make decisions to assist the customer in achieving their goals.
Knowledge of Ellucian Banner or other Student Information Systems (software)
knowledge of campus departments and process.
Bachelor’s Degree or above from an accredited institution preferred.
Experience in Higher Education preferred.
Minimum one (1) year of supervisory experience preferred.
Experience in contact center customer service supervisory capacity is preferred.
Certified Customer Experience Professional (CCXP).
Certified Workforce Management Professional.

Responsibilities

Serves as the interim Contact Center leader in the Manager’s absence.
Supervises the daily operations of the Contact Center.
Supervises and provides direction for a team of inbound/outbound Contact Center Agents
Supervises all aspects of incoming calls.
Works with the Manager to implement, review, and update contact center policies.
Develops and monitors quotas for service volume.
Oversees the design and delivery of all monitoring calls for quality assurance
Tracks Key Performance Indicators (KPIs) to ensure the Contact Center’s service levels are met, including First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction.
Acts as first level for resolution of escalated customer concerns.
Support the Manager in development of Contact Center strategy, roadmap and service level agreement as it relates to the department.
Supports the Manager in resource planning and allocation within the team.
Support the day-to-day administration of the team, including contracts, payroll, expenses and supplies.
Support the Manager in the maintenance of the budget as allocated to the team.
Support the Director, Enterprise Services in the development of the ITS budget.
Recommend staffing and organization structure to ensure optimum service delivery
Hire and train staff
Staff development
Ensure that performance management activities including evaluations and rating validations are completed in a timely manner
Ensure that staff issues within the team are addressed in accordance with the college’s policies and procedures.
Other duties as assigned