Title
Supervisor-Customer Service Center (Outbound)
Department
Customer Service Center-Marketing & Communications
Campus
Queens
Job Description
Assist in managing daily outbound Customer Service Center (CSC)
operations for the University. Ensure a professional, quality
outbound team of representatives is in place to handle outbound
call campaigns. Report to Manager of Customer Service (Outbound) on
campaign productivity, analysis and future development needs to
continually improve the level and ability to service all outbound
calling campaigns. Reports to the Manager of Customer Service
– Outbound.
Responsibilities (included but not
limited to)
- Assist with overall daily outbound Customer Service Center
Activities.
- Manage CSC staff to ensure customer needs are met on a daily
basis.
- Plan and schedule staff appropriately against call campaign
demands.
- Review, coach, motivate and support agents to ensure performing
against set objectives and quality guidelines.
- Provide insight, suggestions and comments on operational
procedures, call analysis and training issues to senior management
which may contribute to more efficient and productive customer
service and call processing.
- Manage and maintain outbound customer service training
manual.
- Manage outbound center in manager’s absence.
Qualifications
- Bachelor’s degree (preferred)-OR-High School Diploma with a
minimum of two to four years experience in a customer service call
center environment with at least a year in a lead or supervisory
capacity.
- Working knowledge of telecommunications applications including
ACD, CMS, Call monitoring systems and Banner (or similar database
tools) mandatory.
- Excellent computer skills – especially Microsoft Access (Excel,
PowerPoint and Word).
- Good coaching and interpersonal skills. Strong communication
skills (both written and verbal) required.
- Use of appropriate advising and coaching techniques to assist
others navigate the organization and find mutually agreeable
outcomes for all those involved.
- Acts as a role model when delivering service to others –
encourages staff to deliver high quality service to internal and
external constituents.
- Demonstrated ability to work independent of direct day-to-day
supervision.
- Experience in a higher education administrative environment a
plus but not required.
- Telemarketing experience a plus.
Salary
Salary commensurate with your qualifications, experience, and
contingent upon the departmental budget.
Submitting for this Position
Please send a cover letter and a resume to work@stjohns.edu and Reference
Job 1083 in the subject line.