Acceleration Academies focuses on providing research-backed strategies for re-engaging and educating community students who have abandoned education before high school graduation. Acceleration Academies begins with assessment of specific academic needs of each individual, and ultimate development of research-backed strategies for meeting those academic needs-through personalized, face-to-face, blended learning and group instruction, delivered over flexible hours. Each student who attains content mastery earns a high school diploma from his or her original school district tuition-free and in accordance with all State and District requirements.
Position Title: Call Center Manager
Reports To: Director of Enrollment Operations and Outreach
Location: Remote
Compensation: $60,000-$70,000/year
Role Requirements
- Ability to work 45 + hours a week, with some nights and weekends as needed to manage evening and weekend staff
- Supervisory or management experience
- Ability to build trust and demonstrate empathy
- Ability to use data to inform and drive decisions
- Engaging personality that blends well with fast-paced, goal-driven environment
- Highly motivated, flexible and great attitude
- High school diploma or GED.
- Bachelor’s degree Preferred.
- 4+ years of call center management experience.
- 4+ years of demonstrated employee management experience in a call center or similar type environment.
Role Expectations
The Supervisor will lead a group of 10-15 enrollment counselors by supporting each individual to achieve their personal goals alongside company performance metrics. Candidates must be self-motivated and understand the value of motivating others. We’re looking for someone with a “can-do” mindset who is willing to coach and develop a team of dedicated individuals. We’re looking for people who can inspire, lead, and grow a team of people looking to make a difference in the lives of teenagers, their families, and their communities. We use data to learn and improve productivity to improve conversations and conversion rates.
Core Competencies
The following core competencies define what the organization requires of its employees to succeed and how we expect overall goals to be accomplished each and every day.
- Communication & Interpersonal Skills
- Collaboration & Teamwork
- Caring & Inclusiveness
- Flexibility & Adaptability
- Honesty, Integrity & Reliability
- Results-Orientation
Role Specific Competencies:
These competencies are specific to the Call Center Manager position.
- Strong leadership skills with the ability to motivate and inspire a team
- Demonstrated ability to lead and motivate a diverse team, drive results, and effectively lead others through change.
- Ability to manage diverse personalities constructively.
- Ability to handle work related pressure.
- Ability to prioritize your workload and work self-directed in a remote work environment
- Pleasant phone mannerisms.
- Five9 call center software experience a plus
- Hubspot experience a plus
- Bilingual preferred
Job Responsibilities
- Manage and motivate staff of 10-15 enrollment counselors for inbound and outbound calls
- Train and develop staff according to company policies and ensure relevant Employee Relations procedures are followed.
- Monitoring daily employee attendance and schedule adherence to be able to report/project program performance based on the available resources.
- Tracking daily, weekly, monthly and annual performance metrics and providing reports to upper management
- Provide resource allocation analysis so that we have adequate staff and scheduled hours to be able to meet performance requirements
- Communicating performance targets and requirements to all the necessary parties responsible for driving results within the assigned program.
- Develop and maintain “playbooks” providing relevant information to staff members
- Communicating program goals and providing performance feedback directly to staff members.
- Performing ongoing monitoring, training, coaching, and performance evaluations
- Effectively oversee and maintain employee productivity and product knowledge to drive results.
- Collaborate with other departments to optimize processes and enhance customer satisfaction
- Performs HR administrative duties such as attendance, staff evaluations, disciplinary counseling, & documentation.
- Spend a portion of each day taking calls.
- May perform other related duties and responsibilities as assigned and/or required.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the worker is regularly required to sit, talk and hear. The worker is frequently required to use wrists, hands, and fingers to touch, handle, feel and type.. The employee is occasionally required to stand, walk and reach with hands and arms and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 20 pounds. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer; extensive reading.
Work Environment and Work Demands
The work environment characteristics described here are representative of those a worker encounters while performing the essential functions of this job. While performing the duties of this job, the employee could occasionally be exposed to outside weather conditions. The noise level in the work environment is sometimes consistent with that of a collaborative school environment.
Acceleration Academies is an Equal Opportunity Employer
The above statements are intended to describe the general nature and level of work to be performed and are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. It is understood that other related duties may be assigned. To perform this job successfully, an individual must be able to perform all aspects of the position, described below satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.