Job description

The Customer Engagement Manager will be responsible for tracking and responding to external (i.e., vendors, other agencies, etc.) and internal (i.e., colleges, employees, staff, etc.) customers’ inquiries. The Manager will be responsible for:

• Leading the Customer Engagement team in addressing user needs, issues, and questions
• Establishing best practice call center procedures, systems, and conduct
• Leading the development and maintenance of business process and operational procedures across the entire SSC, as part of our continuing “Content Management” activity
• Leading the development and deployment of training materials and programs across all SSC service areas
• Driving continuous improvements
• Ensuring excellent service with external and internal customers
• Hiring, training and developing staff to meet the objectives of the organization

Required KSA’s:

• Strong leadership, and relationship management skills
• Ability to create and lead a positive, respectful, customer-focused, results-oriented team culture
• Excellent interpersonal and communication skills with ability to communicate cross-functionally across all levels
• Effective verbal, written, and presentation skills.
• Strong diplomatic skills (i.e., ability to understand customer and stakeholder perspectives, resolve conflicts, anticipate and avoid concerns, etc.)
• Proficient in Microsoft Office tools (Word, Excel, PowerPoint, Outlook, TEAMs, etc.)
• Ability to thrive in matrixed, cross-functional work teams with ability to drive change.
• Ability to step up to conflict situations, handle tough agreements and settle disputes equitably.
• Ability to work effectively with a wide range of constituencies in a diverse community

Preferred KSA’s:

• Knowledge, expertise or significant exposure to a major call center software solution and knowledge base solution

Required Qualifications:

• Bachelor’s degree in Business Administration or related field; or equivalent combination of relevant education and experience that provide the required level of knowledge, skills and ability to successfully perform the functions of the job requirements
• Significant customer service experience
• Previous supervisory experience leading, supervising and motivating a large staff
• Experience in call center management in a large-scale environment

Preferred Qualifications:

• Project management experience (waterfall, agile, etc.)
• Experience with Salesforce platform for call center management
• Experience in a Shared Services organizational model

Hybrid telework and sign-on bonus available!

Sponsorship will not be offered for this position.

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Daleville, VA 24083: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Daleville, VA 24083

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