Job Description

Job Location: IEC Service Center - Mesa, AZ 85202
Position Type: Full Time
Salary Range: $50,000.00 - $65,000.00 Salary/year
Job Shift: Day
Job Category: CorporateInternational Education Corporation is the leader in post-secondary career education. Working at our employee-owned company is more than just a great career - it's an investment in yourself. Our mission is to drive personal and community transformation by empowering students to make a positive and enduring life change. We are consistently searching for like-minded compassionate professionals who strive to be the best in their respective fields. Our top candidates share our commitment to helping students build the skills to create a future of which they can be proud.
We are looking for a skilled Associate Service Center Manager to supervise daily operations and personnel aiming for maximum efficiency. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.
An excellent Associate Service Center Manager must be an organized, reliable and a results-driven professional. They must have a practical mind to solve problems on the spot, partnered with an ability to see the “big picture” and make improvements. As an Associate Service Center Manager, you must also have excellent customer service and communication skills.
The objective is to do everything possible to attain goals and achieve great results for our students and organization.
Essential Job Duties and Responsibilities
- Monitor service center agents performance and provide learning/coaching opportunities, as necessary
- Evaluate agent and team daily performance with key metrics
- Identify areas of improvement for individual agents and team, as well as working with the Service Center Manager to determine strategies for improvement
- Assist with completion of objectives for the service center’s day-to-day activities
- Execute effective resource plans to maximize the productivity of resources (people, technology, etc.)
- Collect and analyze service center statistics (transfer & conversion rates, customer service metrics, etc.)
- Provide coaching and assistance to call center agents on an ongoing basis
- Ensure all agents understand and comply with call center objectives, performance standards and policies
- Motivate Service Center Agents to ensure high level of production
- Work with management team to support agents and maximize student satisfaction

Qualifications
- High school diploma or equivalent; higher degree in a relevant discipline preferred
- 1-2 years of proven experience as call center supervisor or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient