Company Summary
Learning Network is a growing, innovative, and customer-centric educational technology company. We seek creative and tenacious individuals to help us drive success through service.
Service is very important to us. At Learning Network, you will be among real people who care - about their customers and their colleagues. We prioritize service by making sure the details are done and done well - every time. We make promises and we keep those promises. We recognize that our customers and our employees don’t have to choose us. As such, service is embedded deep within our culture - and white-glove service is an expectation of every employee.
At Learning Network, you’ll be a part of something special. You’ll sleep better knowing you make a difference by bringing access to the most innovative education to thousands of students. You’ll do this amongst a supportive community of people who care. In return, you’ll care. You’ll show you care by being teachable; by not only doing your job well but by valuing the relationships with those you work with. You’ll achieve your goals and play nicely in the sandbox with others while doing it.
Working at Learning Network isn’t for everyone. But for those who choose to make the commitment to hard work, service, students, and colleagues, it’s an incredibly rewarding experience.
Position Summary
We have an immediate opening for a Call Center Manager. In this role, you will lead a team of advisors to provide high-quality, personalized support to students in an online school. This role requires you to lead a team ensuring each member maintains a high level of productivity that directly impacts student enrollment and retention in our schools.
To be successful, you’ll need to be a detail-oriented, initiative taker. We need a broad thinker who can make suggestions, take constructive feedback with a good attitude and without pushback, and then go out and personally execute with diligence. If you’re looking for an opportunity to lead a high-performing enrollment team in a rapidly growing company, we’re probably a good fit.
This position is a full-time and remote (work-from-home) position.
Job Duties
- Recruit, train, inspire, and guide contact center Advisors to ensure goal achievement and maintain exceptional service quality;
- Translate organizational objectives into individual performance targets for each Advisor and drive results to surpass expectations;
- Provide guidance and support to staff through frequent documented one-on-one sessions to address skill gaps, acknowledge progress, and enhance performance;
- Cultivate and sustain a positive, energetic work environment;
- Evaluate team requirements for training and support, and create process documents, job aids, sample calls, scripts, checklists, and other resources to meet those requirements;
- Utilize effective de-escalation methods when interacting with concerned families;
- Monitor progress and improvement in critical metrics such as conversion rates, contact rates, and retention rates, implementing effective strategies to enhance enrollment outcomes;
- Coordinate with internal teams or staffing partners (agencies) to ensure the recruitment of capable Advisors;
- At the direction of the Director, develop, revise, and analyze reports and data;
- Perform any other assigned tasks.
Essential Knowledge, Skills, and Abilities
- Strong focus on customer experience;
- Excellent organizational and analytical skills;
- Ability to excel in a fast-paced, high-energy, entrepreneurial, team environment while juggling multiple tasks and priorities;
- Proficiency with office productivity software like Google Apps and Salesforce;
- Exceptional project management skills including the ability to meet deadlines and handle diverse priorities and tasks simultaneously;
- Ability to empathize with employees, colleagues, and customers using strong personal communication skills to advance company goals;
- Strict attention to detail; and
- Achieve daily performance metrics.
Qualifications
- Seven (7) years of contact center experience;
- Five (5) years of contact center leadership experience;
- Three (3) years of sales or enrollment/student acquisition leadership experience;
- Bachelor's degree in Business, Education, Communications, Marketing, Organizational Leadership, or sufficient combination of education and work experience; and
- Ability to pass required background check.
Benefits
- Medical, dental, and vision employee coverage for as little as $1 each per month
- Personal paid time off in addition to major holidays
- Short-term disability insurance, long-term disability insurance, life insurance, and AD&D insurance all 100% paid by the employer
- 401(k) with employer contributing a dollar-for-dollar match of employee contributions up to 5% of employee earnings
- Best-in-class employee recognition platform, powered by Fond
- Employee discount program with instant access to pre-negotiated, best-rate-guaranteed discounts on hundreds of popular products and services from categories like fitness, travel, professional development, home services, entertainment and more.
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Education:
Experience:
- Call Center Leadership: 5 years (Required)
- Sales or Student Acquisition: 3 years (Required)
- Call center: 7 years (Required)
Location:
Work Location: Remote
