Manager, Customer Support

Job Title

Manager, Customer Support

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Customer Support Manager will act as a change agent and help the department transform itself by focusing on: organizational effectiveness, continuous improvement, and employee development with a concentration on the effect of changing technologies, structures, and tasks on interpersonal and group relationships in the department.. Focus on all aspects of customer satisfaction and care while leading and motivating a team of Customer Support Specialists to ensure they're delivering  the best customer experience possible. Serve customers, clients and students and drive the contact center culture by analyzing customer communication data and proactively planning and implementing contact center strategies and operations with a concentration on continuous improvement.

Primary Responsibilities

• Determines contact center operational strategies by conducting needs assessments, performance/call reviews, capacity planning, and cost/benefit analyses; identifying production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

• Prepares reports and analyzes contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

• Acts as a resource; handles call escalations, assists staff.

• Maintains and improves contact center operations by monitoring employee performance; identifying and resolving problems; preparing and completing action plans.

• Accomplishes contact center human resources objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Meets contact center financial objectives. 

• Formulates agent engagement and retention strategies

• Promotes a performance culture, framework and review processes to achieve service levels and improvements against set targets

• Builds and maintains effective internal and external stakeholder relationships

• Identifies best practice, processes and systems and drives a continuous improvement environment.

• Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends.

• Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.

• Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Minimum Qualifications

• Bachelor's Degree

• 3+ years of experience

Beyond base salary, our comprehensive total rewards package includes:

- Remote work provides a flexible work/life balance
- Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
- Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
- Comprehensive health benefits new hire eligibility starts on day 1 of employment
- Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.

At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards.

For full-time positions, Kaplan has three salary grades. This position is Salary Grade A: $31,200 to $78,647. The specific compensation offered will be determined by a variety of factors, including but not limited to the candidate's qualifications, relevant experience, education, skills, and market data. We are an equal opportunity employer and comply with all applicable federal and state wage laws.

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Location

Remote/Nationwide, USA

Additional Locations

Employee Type

Employee

Job Functional Area

Contact/Call Center Ops

Business Unit

00079 Kaplan Professional

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.