Manager - Personal Support Center

Description

Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit www.CollegisEducation.com.

The Manager position is responsible for managing the performance and service quality of a 24x7x365 customer support center. The Personal Support Center provides end-user support to students, faculty and staff for multiple colleges and universities including technical helpdesk services, “how to” assistance, and a wide-array of support services through call-in, chat, email, and trouble tickets.

The ideal candidate has a positive customer service attitude, strong technology and process knowledge, and drive towards managing high performing teams. Candidates should have previously managed technology helpdesks as 24x7 contact centers for a corporate shared service IT organization for a medium to enterprise size company or for a company that provides managed IT services to other companies. The ideal candidate will have full knowledge of contact center technology and industry best practices including tiered support, skill groups, scripting, and performance metrics. Candidates should be highly proactive and driven to continuously improve the quality of the services provided to   customers.

Primary Responsibilities, Essential Functions and Requirements:

• Direct, organize and oversee the daily activities of the Personal Support Center to ensure a high level of customer service. 
• Build and continuously motivate a talented team of specialists that are customer focused and deliver technical solutions in a timely manner.
• Manage service performance via metrics including customer satisfaction, call answer rate, first call resolution, productivity and others.
• Adhere to service level targets governed by SLA’s and contracts. Proactively make adjustments in staffing, skills, process, and   technology as needed. 
• Develop and deliver reports to manage the activity of the Personal Support Center.
• Maintain and continuously improve support processes and recommend technology investments to on-board new clients and continuously improve service performance and efficiency.
• Maintain and continuously improve knowledge bases.
• Escalate high severity level issues to the appropriate person(s), coordinate any follow-up tasks, and communicate the final resolutions.
• Collaborate with other Technology and Support teams to identify and resolve repeated issues.
• Communicate and escalate to upper management problem areas, risks and issues.
• Utilize critical thinking in making management decisions and recommendations.
• Plan, prioritize, delegate and oversee the quality of the teams work.
• Hire team members, grow the skill-level of the team, mentor the team and instill a culture of high performance.
• Manage communications to end-users to provide notification of service-impacting activities.
• Demonstrate management professionalism in delivering a service and leading a team.
• Leverage multi-channel metrics to analyze and forecast staffing needs/requirements for day-to-day operations and peak ramp-up periods (start-weeks).
• Partner and Grow the relationship with multiple staffing firms leveraged to staff PSC needs as defined through metrics analysis.
• Participate in on-boarding / off-boarding of clients including but not limited to information gathering, meeting management, training strategy, and partnering with project managers and other teams to ensure smooth transitions. 
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues
• Reduce risk of theft, fraud, or misuse of information assets by maintaining security and patch management for the services provided by the team.

Requirements

• 8 years of experience in information technology with at least 3 years managing a technology helpdesk or call\contact center.
• Thorough knowledge of help desk operations including knowledge of IT best practices and customer service.
• Ability to use advance tools within Excel such as Pivot Tables and Formulas. 
• Highly organized, self-motivated, able to multi-task, able to develop and lead teams
• Strong documentation skills
• Ability to perform in an agile, fast-paced environment
• Ability to collaborate with technology and business leaders and present ideas in a user-friendly/non-technical manner.
• Excellent written and verbal communication; must be able to communicate upward to senior management
• Must be willing to work some weekend or evening shifts to assist support team with triage

Education, Certifications and Licensures:

• Bachelor of Science, Computer Science, or MIS degree or equivalent experience

Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.