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Kaplan · 9 hours ago

Manager, Customer Support

United States

Full-time

Remote

Mid Level

$31K/yr - $79K/yr

3+ years exp

Kaplan is a global company at the intersection of education and technology, focused on collaboration and innovation. The Customer Support Manager will lead a team to enhance customer satisfaction and drive contact center strategies while focusing on continuous improvement and employee development.

Corporate TrainingEdTechEducationTest and MeasurementTraining

Hiring Manager

Neisha B

Responsibilities

Determines contact center operational strategies by conducting needs assessments, performance/call reviews, capacity planning, and cost/benefit analyses; identifying production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews

Prepares reports and analyzes contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

Acts as a resource; handles call escalations, assists staff

Maintains and improves contact center operations by monitoring employee performance; identifying and resolving problems; preparing and completing action plans

Accomplishes contact center human resources objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

Meets contact center financial objectives

Formulates agent engagement and retention strategies

Promotes a performance culture, framework and review processes to achieve service levels and improvements against set targets

Builds and maintains effective internal and external stakeholder relationships

Identifies best practice, processes and systems and drives a continuous improvement environment

Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends

Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices

Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Qualification

Contact center operationsCustomer satisfaction strategiesPerformance analysisEmployee developmentData analysisStakeholder relationshipsContinuous improvementTeam leadership

Required

Bachelor's Degree

3+ years of experience

Benefits

Remote work provides a flexible work/life balance

Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)

Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members

Comprehensive health benefits new hire eligibility starts on day 1 of employment

Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities