The Manager, Support Services is responsible for training, onboarding, and engagement of all new call center employees. They will do this by managing a team of trainers and support services staff, as well as collaborating with the Human Resources and Call Center Operations departments to ensure projects and tasks are successfully completed promptly. They are responsible for implementing activities that will foster excellent call center employee relations, morale, and engagement for all call center employees. Additionally, they are responsible for reviewing, maintaining, and updating written materials and processes for recruitment, training, onboarding, and engagement to keep pace with business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These include the following. Other duties may be assigned.

Management

• Manage the Support Services team to ensure efficient and effective operations to meet business needs. This includes, but is not limited to hiring, workload management, training, and providing fair and timely feedback to employees.
• Maintain administrative access to the interview scheduling software and ensure adequate staffing to meet business needs; this includes but is not limited to providing access to team members in a timely manner, updating and creating new event types, and optimizing workflows.
• Collaborate with the Call Center Operations team
• Ensure documentation of support services and training processes is kept up to date and communication is clear, concise, and consistent.

Onboarding & Training

• Ensure overall completion of onboarding tasks and new hire paperwork in accordance with federal and company compliance standards.
• Review all training materials on a quarterly basis, and as needed, provide demonstration of materials to the trainers. Recommend enhancements and improvements to the orientation/training presentation process and materials.
• Review all points of onboarding frequently to ensure effective and efficient processes are used to onboard correctly and to avoid any delays or bottlenecks in the process.

Engagement

• Plan, coordinate, and launch campaigns through our engagement platform to ensure call center agents remain engaged and have opportunities for micro-learnings to enhance agent performance.
• Facilitate ongoing training programs and initiatives through different provided platforms (Centrical, Workday, etc) to improve the overall call center performance and levels of employee engagement.
• Collaborate with manager and call center staff to develop and then receive approval on production games and incentives to increase production, quality, and employee engagement.
• Plan and execute approved events to increase employee morale, engagement and retention for all call center employees
• Ensure trainers and support services employees are following policies, procedures and regulations as outlined by Human Resources. Escalate any legal concerns to the HR/Legal departments and partner with them on resolutions.
• Reward and recognize performance as appropriate. Appropriately and consistently address performance concerns using progressive discipline. Partner with Human Resources as needed.

Recruitment

• Identify efficiencies by overseeing statistics for call center training, interviewing, and onboarding and be able to relay this information to the Operation groups
• Assist Human Resources in the effort of sourcing by providing feedback regarding the results of a variety of sourcing methods used to create a candidate pipeline to meet frontline hiring needs (internet/web searches, direct sourcing, community organizations, college career department, networks, job fairs, employee referrals etc.)

PAY & SCHEDULE

$40k/yr

M-F 8am-5pm MST

REQUIRED SKILLS & QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• 2+ years' work experience or higher education experience (call center and/or recruiting/HR preferred)
• 2+ years previous experience managing people and/or processes
• Preferred - Demonstrated success as a Dynata telephone Interviewer including consistently high production and quality scores a plus.

Specialized Skills

• Able to quickly learn proprietary software and system changes/upgrades as needed.
• Microsoft Office skills particularly with Outlook, Word, Excel and PowerPoint a plus.
• Able to work varying shifts including nights and weekends as needed.
• Able to respond professionally to candidates and/or current employees on their concerns and escalate to Human Resources as needed.