Manager Operations
GENERAL
Summary:
The Service & Operations Manager oversees the daily operations of a customer service team that provides front line customer and technical support services for students of online academic programs. The manager will manage, motivate and mentor their staff to ensure efficient process management of the student inquiries touched by their team. They have a key responsibility for improving the service performance of their team each quarter for speed and completeness of response to inquiries received by all support channels, including via email, phone, and live chat. The manager will form part of an international student support management team which continually strives to reduce customer effort and improve student satisfaction for support.
ESSENTIAL DUTIES AND
Responsibilities:
Supervise and manage daily functions of assigned student support team
Assist student support coordinators with problem resolution
Assess and coordinate workflow of incoming support requests on a daily basis, including new student intake management. May assist with supporting students when needed.
Work collaboratively with other departments, as needed, to assess student support processes, identify opportunities for continuous improvement, and implement new processes and procedures to ensure quality service delivery
Develop the skills of team members by ensuring appropriate identification of strengths and opportunities for improvement, and coaching employees for optimal performance
Assist in meeting and exceeding student satisfaction and service level agreements.
Assist with interviewing and hiring of new staff.
Assist with quality assurance, coaching, mentoring and training of coordinators.
Ensure compliance with existing University and federal policies and procedures.
Responsible for data collection and analysis leading to improved efficiencies in workflow distribution, streamlined operational processes, and more effective student support.
Ensure that coordinators are identifying at-risk scenarios and opportunities to develop, implement, measure and improve student support strategies.
Work collaboratively with other departments to ensure that escalated matters are strategically coordinated and addressed in a timely manner, while supporting academic integrity and University policies.
OTHER DUTIES AND RESPONSIBILITIES
May perform other duties and responsibilities that management may deem necessary from time to time.
Some travel may be required (0-10%)
Ability to work on some evenings and weekends
External Requirements EDUCATION and/or
Experience:
Bachelor's Degree required.
Master's Degree a plus.
Minimum 3-5 years supervisory experience in a university setting or service-oriented environment.
Excellent customer service skills and knowledge with 3 to 5 years of related experience.
Basic knowledge and understanding of database applications
Advance Microsoft Office Suite skills
Trouble shoot skills and knowledge of web browsers, Internet connections, and email applications.
Intermediate knowledge about web-based technologies and Macintosh as well as PC systems
Intermediate knowledge of eLearning software platforms
BUSINESS COMPETENCIES
Excellent project management skills
Thrives in a working environment that is fast paced and constantly changing
Skilled at connecting and building rapport with students and colleagues from diverse backgrounds and cultures.
Experience of leading teams or mentoring colleagues essential, with the leadership and coaching skills required to develop the competencies of team members.
Demonstrated ability to manage competing tasks and priorities in order to meet deadlines
Strong problem solving and time management skills.
Creative, innovative, able to work independently and in a collaborative team environment.
Detail orientated and able to maintain accuracy during repetitive manual processes.
Effectively work with multiple databases and technology platforms.
Ability to adapt to new and rapidly changing situations.
Ability to multi-task.
Job Category Student Support State/Province/Region MN Country United States Position Type Staff Employment Type Regular Job Type Full Time
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
The Service & Operations Manager oversees the daily operations of a customer service team that provides front line customer and technical support services for students of online academic programs. The manager will manage, motivate and mentor their staff to ensure efficient process management of the student inquiries touched by their team. They have a key responsibility for improving the service performance of their team each quarter for speed and completeness of response to inquiries received by all support channels, including via email, phone, and live chat. The manager will form part of an international student support management team which continually strives to reduce customer effort and improve student satisfaction for support.
ESSENTIAL DUTIES AND
Responsibilities:
Supervise and manage daily functions of assigned student support team
Assist student support coordinators with problem resolution
Assess and coordinate workflow of incoming support requests on a daily basis, including new student intake management. May assist with supporting students when needed.
Work collaboratively with other departments, as needed, to assess student support processes, identify opportunities for continuous improvement, and implement new processes and procedures to ensure quality service delivery
Develop the skills of team members by ensuring appropriate identification of strengths and opportunities for improvement, and coaching employees for optimal performance
Assist in meeting and exceeding student satisfaction and service level agreements.
Assist with interviewing and hiring of new staff.
Assist with quality assurance, coaching, mentoring and training of coordinators.
Ensure compliance with existing University and federal policies and procedures.
Responsible for data collection and analysis leading to improved efficiencies in workflow distribution, streamlined operational processes, and more effective student support.
Ensure that coordinators are identifying at-risk scenarios and opportunities to develop, implement, measure and improve student support strategies.
Work collaboratively with other departments to ensure that escalated matters are strategically coordinated and addressed in a timely manner, while supporting academic integrity and University policies.
OTHER DUTIES AND RESPONSIBILITIES
May perform other duties and responsibilities that management may deem necessary from time to time.
Some travel may be required (0-10%)
Ability to work on some evenings and weekends
External Requirements EDUCATION and/or
Experience:
Bachelor's Degree required.
Master's Degree a plus.
Minimum 3-5 years supervisory experience in a university setting or service-oriented environment.
Excellent customer service skills and knowledge with 3 to 5 years of related experience.
Basic knowledge and understanding of database applications
Advance Microsoft Office Suite skills
Trouble shoot skills and knowledge of web browsers, Internet connections, and email applications.
Intermediate knowledge about web-based technologies and Macintosh as well as PC systems
Intermediate knowledge of eLearning software platforms
BUSINESS COMPETENCIES
Excellent project management skills
Thrives in a working environment that is fast paced and constantly changing
Skilled at connecting and building rapport with students and colleagues from diverse backgrounds and cultures.
Experience of leading teams or mentoring colleagues essential, with the leadership and coaching skills required to develop the competencies of team members.
Demonstrated ability to manage competing tasks and priorities in order to meet deadlines
Strong problem solving and time management skills.
Creative, innovative, able to work independently and in a collaborative team environment.
Detail orientated and able to maintain accuracy during repetitive manual processes.
Effectively work with multiple databases and technology platforms.
Ability to adapt to new and rapidly changing situations.
Ability to multi-task.
Job Category Student Support State/Province/Region MN Country United States Position Type Staff Employment Type Regular Job Type Full Time
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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