Inbound Contact Center Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be an Inbound Contact Center Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
DESCRIPTION
As the Contact Center Agent, you are responsible for generating potential student enrollments to the appropriate place. Your role is the first level within the Enrollment Services functional area, and you work closely with your supervisor.
DUTIES AND RESPONSIBILITIES
The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position may be assigned
MINIMUM QUALIFICATIONS (Education, Experience, Certifications, etc.)
WORK REQUIREMENTS (requirements for mental, physical components of the job)
The duties of this position are performed remotely and may be assigned to a multi-story office building with elevator access. The employee is frequently required to walk, and sit at a desk and work on a computer for extended periods of time. Position requires finger dexterity, ability to bend, kneel, and reach; may be required to stand for extended periods on occasion. Movements regularly required of fingers, hands, and wrists. May be required to lift and carry up to 50 pounds on occasion. Will work a standard workweek remotely/from home in the office and may involve additional hours of work on weekdays or weekends as applicable. Will work a standard work week but may involve overtime work on weekdays or weekends as applicable. Employees must abide by FERPA requirements which protects the privacy of student education records. As required, must be willing to travel to attend conferences and professional development assigned region, possibly out of the area and/or locally via automobile.
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