Call Center Supervisor

At Bryan University we believe in challenging the boundaries of traditional education and in liberating the innate greatness in people. We know that online learning is the best option for students looking to transform their lives. We offer career-focused degree programs that empower Bryan University graduates with the knowledge and practical skills that lead directly to professional careers.

Visit https://bryanuniversity.edu/about/careers/ to learn more about what makes us stand apart.

This is a remote, work-from-home position. We will consider applicants that reside in the following states: Arizona, Florida, Idaho, Indiana, Missouri, Nevada, Texas, and Utah.

Pay: $24.03 to $26.44 per hour

Bryan University has been recognized as one of the Top Companies to Work for in Arizona for the past 7 years in a row!We offer a robust benefits package that includes:

• Medical
• Dental
• Vision
• HSA
• Telemedicine
• An Award-Winning Wellness Program
• Tuition Assistant Program
• Short- and Long-Term Disability Options
• Life Insurance
• Employee Assistance Program
• 401K with Company Match
• Generous Paid Time Off
• Volunteer Paid Time Off
• 11 Paid Holidays
• An Empowering Company Culture
• Computer Equipment Provided
• Work from Home

(* includes domestic partner coverage)

Position Summary of the Call Center Supervisor:

The Call Center Supervisor leads, inspires, and manages a team of Call Center agents who provide unsurpassed levels of advice to all prospective and new students at Bryan University. The Call Center Supervisor is strategic and tactical, with the ability to collaborate with the Call Center Manager of Admissions, the Admissions Leadership Team, and other campus leaders to develop effective strategies to achieve Admissions Department goals, and effectively execute those goals through his/her direct reports.

As the Call Center Supervisor, you will be responsible for leading and managing a team of Call Center agents and Call Center team lead to ensure exceptional service delivery. This role requires a dynamic individual with strong leadership skills, excellent communication abilities, and a proven track record in Call Center operations. The Call Center Supervisor will play a pivotal role in fostering a positive and productive work environment, achieving performance targets, and enhancing overall customer satisfaction internal and external. It's noted that the Call Center Manager oversees The Day-to-Day Operations, while the Call Center Supervisor will focus on all Call Center Agents. Clear communication and collaboration between the Call Center Lead and Manager are crucial to ensure a cohesive approach to overall Call Center operations.

Responsibilities of the Call Center Supervisor:

• Monitors, and analyzes Call Center processes and performance indicators (e.g.: student contacts, interviews, admissions application processing, completion of student retention activities, and student outreach) to ensure the desired goals and outcomes of the admissions team and department are achieved or exceeded while adhering to BU admissions performance standards.
• Empathetic and compassionate leader who provides clear expectations, timely and meaningful coaching/training, and collaborates with each team member to develop a plan to meet or exceed key performance indicators.
• Maintains appropriate staffing levels by building a high level of morale, trust, and competency in staff, and minimizes staff turnover.
• Effectively prioritizes and manages time and is masterful in achieving goals by empowering others.
• Delegate effectively and ensures that employees understand expectations and have clear accountability.
• Facilitates and contributes to strong, positive relationships within the team, department and interdepartmentally – and promotes student-focused outcomes within all departments.
• Embraces innovation and change in a fast-paced environment and adjusts to priorities as needed.
• Demonstrates and promotes high ethical standards and adheres to and reinforces all regulatory and compliance standards associated with admissions and higher education while adhering to all policies and standards set by BU, the Department of Education, accreditation, and regulatory bodies.
• Conducts annual performance reviews and addresses disciplinary actions with respect, professionalism, and tact other duties as assigned.
• Ability to work in a virtual environment using multiple software programs simultaneously including MS Office programs, contact management database systems, Gmail, Zoom, etc.
• Ability to sit for six to eight hours.
• Ability to work Monday - Thursday 10AM - 7PM AZ time and Friday 7AM - 4PM AZ time.

Requirements of the Call Center Supervisor:

• AA degree required. Bachelor’s Degree preferred.
• 2+ years in a Call Center or consultative service industry as an individual contributor.
• 3+ years directly supervising, coaching, developing, and evaluating teams in a consultative service industry preferred.
• Proven track record for consistently achieving results as an individual contributor and leader.
• Proven track record of delivering excellent customer service.
• Proven track record for building and sustaining trusting relationships.
• Strong communication (both verbal and written), presentation and organizational skills.
• Demonstrates knowledge of problem-solving, conflict resolution, and delivering customer satisfaction
• Demonstrates confidence and humility.
• Values higher education and BU’s mission to liberate the innate greatness in people.
• Ability to work in a collaborative environment.
• Demonstrated proficiency in navigating through a PC and multiple software systems required.

Bryan University is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student, and graduate success. We are committed to building and developing a diverse environment where a variety of ideas, cultures and perspectives can thrive.