Posted: Wednesday, August 30, 2017 2:53 PM
Discover an exciting career in one of the most innovative higher art education institutions in the country. Each and every individual in our organization plays an important role, and every single person is essential to the cultivation and success of our graduates. Whether part of the Admissions or Marketing teams, the mission is the same: to inspire, motivate, and engage students in pursuing their creative dreams.Responsibilities:Oversee daily operations necessary to maintain excellent customer service and quality assurance standardsAccomplish hiring, onboarding and talent development objectives by performing effective candidate selection, department orientation, training plan, coaching and counseling of employees; Manage and administer scheduling systems and coverage; Clearly communicate job expectations and overall impact to Academy customer service and business objectives.Ensure effective training and consistent execution of PeopleSoft, Sales Force, Bucher & Suter, Cisco systems, phone call handling workflows and expectations, and ensuring other departmental resources are provided and documented.Closely monitor coverage and execution of CSD scope and channels: Calls, Live Agent Chat, general Email inbox processing, Academy Social Media management-support.Proactively evaluate and implement improvements to training and development, staff performance, and overall customer service processes and procedures.Maintain and improve call center operations by monitoring system performance: identify and resolve issues; prepare and complete action plans; execute and complete system audits and analyses.Ensure current documentation of all training resources, customer service processes and procedures.Effectively manage manpower allocation ensuring adequate coverage of all aspects of department work.Facilitate planning and seamless launch of Academy inbound and outbound campaign projectsMonitor queue and track inbound calls. Keep Customer Service Reps aware of inbound call traffic, calls waiting, abandon rate, hold time average, etcPerform ongoing review and strategically address queue tier identification and modifications.Oversee the Customer Service RepresentativesA cents € (TM) performance assessment process, ensure that all employees follow the companyA cents € (TM) s best practices for call center management and operations; provide immediate and ongoing feedback on areas of improvement and tangible action planConduct individual meetings with Customer Service Representatives to review their progress and ongoing commitment to high customer service standards.Oversee Vendor relations: Ensure Academy customer service standards are met; Alert the Executive Director of AOS of any issues that require resolution and provide immediate feedback to the vendorEnsure accuracy of all historical reports reflecting call inflow analysis, peak-hour evaluation, and individual and team performance and ensure all metrics for CSD operations are met.Collaborate with Executive Director in preparing annual department budged; practice company resource management- prudence.Assist Admissions, Outreach, and other departments by participating in, facilitating, and monitoring the progress of outbound Customer Service call campaigns for Academy eventsMaintain a professional, positive, and upbeat work environment while motivating staff to exceed customersA cents € (TM) service expectationsAnswer real-time queued calls as necessary, always ensuring that callers receive top-notch customer service.Requirements:Previous call center supervisory experience requiredDemonstrated ability to lead, coach and develop effective teamsResults oriented with ability to manage change while creating a positive environmentAbility to multitask in a fast paced environment; Strong time management and organizational skillsExcellent problem resolution and customer service skillsExcellent verbal and written communication skillsPositive attitude and strong interpersonal skillsExperience with call center and/or CRM softwareBudgeting experience preferredPrevious workforce management experience preferredBachelorA cents € (TM) s degree preferred.Benefits:Academy of Art University offers employees health insurance, 401K Plan, paid vacation and holidays, and a commuter program. In addition we offer the following unique advantages: a tuition-free undergraduate class, health & wellness programs, access to University gym/pool & athletic games, and participation in various events such as our film festival, fashion show and gallery auctions.Academy of Art University is an equal opportunity employer. All applicants will be considered regardless of age, Aids or HIV positive status, marital status, domestic partnership, medical condition or genetic characteristics, race or national origin, pregnancy, religion, sex, gender identity, gender or sexual orientation, name change, citizenship, physical or mental disability, veteran status or other status protected by federal, state, local or other law. Equal access to the hiring process, services, and employment is available to all persons. Applicants requiring accommodations to the application and/or interview process should contact the Human Resources Manager by calling 415-274-2222. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
• Location: San Francisco
• Post ID: 80617983 sf