Experienced Call Center Manager needed in SE Wisconsin
at Herzing University

Date Posted: 9/15/2017

Job Description

Herzing University is looking for an experienced Call Center Manager who can manage the team who is responsible for being the first contact to individuals interested in learning more about Herzing and our programs. As the first point of contact for many future students, this team is an extension of the Admissions department, and handles phone calls, web chat, and email inquiries. 
Working from our Home Office in Menomonee Falls, WI (just outside of Milwaukee), this position is responsible for managing a team of up to 20 full-time employees and temporary workers. This includes developing and administering procedures for interacting with customers in a call center environment and holds staff accountable to established professionalism, accuracy, and expediency benchmarks. Who should apply? By applying to this positon, you are confirming that you have the following:
  • A Bachelor’s degree in Business, Communications, or equivalent experience.
  • 3 years’ experience managing or supervising a call center or customer service team, ideally with some experience managing secondary, remote call centers locations.
What we will be looking for during the selection process, is the right combination of background/experience, mixed with the right attitude/aptitude.  Knowledge, Skills, & Experience  While reviewing your resume, we will be looking for someone who has all or most of the following Knowledge, Skills, and Abilities: Expert knowledge of call center best practices and ability to implement said practices.
  • Understanding of how to re-building and/or scaling call center operations.
  • Understanding of multi-facility, multi-business unit operations.
  • Solid understanding of scheduling to provide optimal coverage at all times.
  • Excellent leadership and collaboration skills.
  • Excellent verbal and written communication skills.
  • Expert proficiency in call center and/or CRM software.
  • Proficient in MS Word, Excel and database systems. 
  • Ability to interpret data from call center and apply that to an analysis of performance and productivity.
  • Ability to build, manage, and motivate teams.
  • Ability to manage Internet driven calls, as well as other contact channels such as text and live chat.
Attitude & Aptitude During the selection process, we will also be looking for someone who can fit in with our culture, and be a leader for the team. What we will be trying to access, is if you are someone who can:
  • Effectively mentor and coach employees.
  • Effectively train new staff.
  • Manage to metrics and KPI, without losing the 'people.'
  • Show us that you are genuinely interested in Education and the power it has to change lives.
  • Exhibit the behaviors and attributes related to Herzing’s P.R.I.C.E. of Success Model at all times.

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ADA Disclaimer: In developing this position's job description, care was taken to include all competencies needed to successfully perform in this position.  However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.  All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. #CB

Job Snapshot

  • Employee Type: Full-Time
  • Location: Menomonee Falls, WI
  • Job Type: Other
  • Experience: Not Specified
  • Date Posted: 9/15/2017

About Us


About Us
Herzing University, a private nonprofit institution, encompasses 11 campuses in eight states, a continuing education division, and an online division. Founded in Milwaukee in 1965, today the University offers career-focused, convenient and caring education for master’s, bachelor’s, and associate degrees, diplomas and continuing education in the fields of technology, business, healthcare, design and public safety.

Contact Us
Herzing University
(414) 271-8103
Herzinghr@herzing.edu
W140N8917 Lilly Road
Menomonee Falls, WI 53051
www.herzing.edu

P.R.I.C.E. of Success = Professionalism. Respect. Integrity. Caring. Engagement.
Herzing has developed a framework of behaviors and attributes that support a successful and meaningful career. This framework is called the “P.R.I.C.E. of Success.” Herzing believes students who apply themselves and embody the P.R.I.C.E. of Success characteristics will more likely reach their full human potential.
Furthermore, we believe that these behaviors and attributes are the right foundation for our employees. Employees are encouraged to exhibit these behaviors and attributes in all their interactions. In doing so, we are building a culture that nurtures personal growth and potential.



» Go to the Herzing University Website