CCBC is HIRING a Director of Call Center Services!

COMMUNITY COLLEGE OF BALTIMORE COUNTY
invites applications for the position of:

Director, Call Center Services

CLASS DESCRIPTION:
SALARY:	$70,027.00 - $112,372.00 Annually
OPENING DATE:	04/27/22
The purpose of this class is to direct the operations, activities and programs of the Community College of Baltimore County’s Call Center. Providing leadership for customer service and call center best practices to enable CCBC to successfully attract students in a competitive marketplace. The Director of the Call Center will evaluate the effectiveness of CCBC customer service efforts and recommend methods for continuous improvement.
MINIMUM REQUIREMENTS:
Bachelor’s degree in Management, Business Administration, Marketing or related area required; Master’s degree preferred. Five (5) years of full time experience administrating a customer service department with Call Center responsibilities, preferably in higher education. Experience must include a minimum of two (2) years of full time experience using information systems to create and manage reports, and three (3) years of full time supervisory experience. For best consideration please apply by May 15, 2022.
CLASS SPECIFIC ESSENTIAL DUTIES:
Provide leadership and supervision of Call Center operations. Develop and implement goals and objectives in coordination with senior management. Implement strategies related to operation and services. Evaluate the effectiveness of policies and procedures to ensure consistency. Supervise, advise, and evaluate assigned staff. Prepare, analyze and provide reports on miscellaneous subjects, as requested. Serve as liaison between College departments, vendors, government agencies and/or other external organizations. Manage operating budget for assigned division or function, as required.
POSITION SPECIFIC ESSENTIAL DUTIES:
Provide leadership for the development of necessary systems, programs and services designed to ensure quality customer service delivery. Assure the provision of a student-centered, service-oriented environment. In collaboration with the Director, Quality Assurance & Intake Management, manage key performance metrics for call center staff. Meet or exceed institutional goals for student retention and satisfaction, striving to continuously improve operations. Maintain knowledge of new developments and innovative customer service practices in distance and higher education; recommend changes to ensure that services meet the needs of new and existing students; work with cross-functional teams to implement changes. Maintain effective relationships with faculty, senior leadership and administrative staff as well as external organizations, and service providers to ensure that the needs of students are met. Stay informed of and educate other CCBC departments of revisions to customer service best practices. Develop and present briefings to the department, extended college community and executive team as needed. Participate in accreditation reviews and other CCBC-wide initiatives as assigned. Recommend, evaluate, and implement software solutions to enhance the effectiveness of the Call Center operations and ensure scalability of center operations. In collaboration with IT staff, develop, evaluate and mine data to develop a complete understanding of the available data and utilize these data to analyze trends and guide the course of customer service activities, policies and initiatives Establish long- and short-range departmental goals, objectives and strategies. Direct the work of the Call Center teams. Responsible for hiring, training, coaching, evaluation and development of center personnel to ensure achievement of CCBC strategic goals and objectives, compliance with State and Federal regulations and student satisfaction. Conduct quarterly meetings with key departments that have a direct impact on the contact center. Under direction of the Senior Director, Customer Service & Analytics Develop and maintain an annual budget for the Call Center. Understand and maintain current knowledge of Payment Card Industry (PCI) compliance. In coordination with the Director, Quality Assurance & Intake Management, maintain the Call Center software. Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.