Supervisor, Contact Center

PRIMARY FUNCTION: The Supervisor, Contact Center supports the Manager in leading the College’s Contact Center that serves students and the community. Responsible for day-to-day operations, staff supervision, and performance outcomes. The position also supports continuous improvement in efficiency, expanding self-service options, and delivering high customer satisfaction through 24/7 AI-enabled support. Essential Job Functions: Responsible for supervising and providing the following College wide services: Serves as the interim Contact Center leader in the Manager’s absence. Supervises the daily operations of the Contact Center. Supervises and provides direction for a team of inbound/outbound Contact Center Agents Supervises all aspects of incoming calls. Works with the Manager to implement, review, and update contact center policies. Develops and monitors quotas for service volume. Oversees the design and delivery of all monitoring calls for quality assurance Tracks Key Performance Indicators (KPIs) to ensure the Contact Center’s service levels are met, including First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction. Acts as first level for resolution of escalated customer concerns. Support the Manager in development of Contact Center strategy, roadmap and service level agreement as it relates to the department. Supports the Manager in resource planning and allocation within the team. Support the day-to-day administration of the team, including contracts, payroll, expenses and supplies. Support the Manager in the maintenance of the budget as allocated to the team. Support the Director, Enterprise Services in the development of the ITS budget. Human Resource and Performance Management: Responsible for human resource management as assigned to this position. This includes: Recommend staffing and organization structure to ensure optimum service delivery Hire and train staff Staff development Ensure that performance management activities including evaluations and rating validations are completed in a timely manner Ensure that staff issues within the team are addressed in accordance with the college’s policies and procedures. Marginal Job Functions: Other duties as assigned