Requisition Number 18-3002
Title (Keystone) Contact Center Manager, Training and Implementation
City Bloomsburg State PA

Description
Contact Center Manager, Training and Implementation INSPIRE THE FUTURE
K12 is a dynamic company on a mission to provide the most compelling, comprehensive, and effective K-12 education available. Our employees are a critical part of an organization that is providing powerful, new options for the way children can be educated. They have a passion for education and a drive to make a difference. We pride ourselves on maintaining the highest level of integrity. We have the same high expectations for our employees as we do for the students who are in our programs. These are just a few of the values that make K12 a great place to work.

Keystone is a rapidly-growing organization that offers our teachers and staff members the excitement of exploring an emerging concept in education. Daily, our talented teachers and staff experience the impact they make on the lives of children. Join us, and be inspired by the potential of our students.

The Contact Center Manager - Training and Implementation is responsible for direct oversight and leading daily tactical activities of Student Services, as well as serving current and prospective customers by training and developing contact center staff, implementing goals and service level metrics, and ensuring that departments are operating at the highest level of efficiency and productivity.
AS A Contact Center Manager, Training and Implementation, YOU WILL..

• Contributes to short- and long-term organizational planning and strategies;
• Drives contact center initiatives in the management team and organizationally that contribute to long-term operational excellence;
• Manages staff to meet or exceed sales/enrollment, customer retention, and customer satisfaction targets;
• Identifies continual process improvement opportunities; works collaboratively with other departments to review and refine current processes, procedures and systems, and to develop strategies that build revenue and reduce costs;
• Manages contact center metrics, such as call volume, handle rates, answer speeds, customer satisfaction results, productivity per employee, error percentages, stack rankings, etc.;
• Sets and monitors individual and departmental performance metrics directing improvement strategies when objectives are not met;
• Owns departmental relationships with HR and Finance for purposes of posting Contact Center job reqs, ensuring budgeted positions, defining job
  
  description
  s, and recruiting;
• Makes Contact Center personnel decisions, including forecasting/staff planning, interviewing, hiring, disciplinary actions, performance reviews, terminations, etc.;
• Oversees all training deliverables, including training resources, materials, delivery, and periodic refresher trainings;
• Creates and manages professional development opportunities for Supervisors and staff;
• Serves as the departmental liaison with the Academic team;
• Motivates personnel through developing and instituting recognition programs, devising contests, etc.;
• Fosters a professional and appropriate culture throughout Operations and ensures a collaborative team environment;
• Identifies and defines contact center problems and areas in need of improvement;
• Participates in business support processes;
• Oversees and guides employees to meet sales performance and customer service objectives through coaching, mentoring and training;
• Ensures departmental compliance to all internal policies and procedures and policies from external regulatory bodies;
• Communicates policies and procedures along with departmental and company goals, expectations, and standards to personnel.

Get to know Keystone!

• Keystone
• Behind the scenes
• A Day in the life

Are you driven by excellence to deliver instruction, support and guidance, manage the learning process, and focus on students' individual needs? If selected, you will participate in a comprehensive new teacher training program for three weeks before the start of school. It is an opportunity to meet colleagues and learn the responsibilities required for delivering curriculum in an online environment. During this training you will also learn how to monitor student progress through K12's learning management system, and to be a partner actively working with students and parents to advance each child's learning.
Requirements
Minimum Qualifications

• Bachelor's degree in Business, Management or similar AND
• Three (3) - Five (5) years of customer service and telesales experience in a call center environment OR
• An equivalent combination of education and experience

Other Qualifications
• Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency
• Ability to travel up to 20% of the time
• Ability to pass required background check

• Proven leadership experience, able to champion change and innovation
• Previous supervisory experience, able to motivate while driving execution
• Ability to lead and work within a cross-functional team environment
• Familiarity with a variety of call center concepts, practices and procedures
• Ability to manage against measurable goals; strong track record of delivering measurable results
• Ability to handle multiple assignments with effective resolution of conflicting priorities in a fast-paced environment, while remaining detail-oriented
• Analytical fact-based decision making and problem-solving capabilities
• Customer focused; excellent interpersonal and communication skills - written, oral and presentation

WHO ARE WE?

• About us
• K12 Produces Results
• Kudos and Honors
• thinkTANK12

K12 is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

• Please view Equal Employment Opportunity Posters provided by OFCCP here .