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Customer Support Call Center Manager – ExamSoft

Turnitin

This is a Full-time position in Dallas, TX posted July 8, 2021.

ExamSoft offers a market-leading assessment-management solution that supports the entire testing process, including exam creation, administration, delivery, scoring, and analysis. The software delivers powerful, actionable data to assess learning outcomes. ExamSoft is a growing company that hires smart and talented people who are excited about their personal growth and development in a fun and challenging work environment. They are excited about the positive impact they will have on education and the opportunity to change the way people learn.3rd Shift (9:30pm – 6:30am)ExamSoft is seeking a high-energy, driven Customer Support Call Center Manager to manage the day-to-day activities of the Support contact center team. This person will report to the Associate Director of Customer Support. The Customer Support Manager will be key to the overall success of the Support team and will help to drive processes, procedures, and quality standards.Responsibilities:* Oversee and elevate the daily contact center operations* Support training, coaching and team development* Help develop and implement key performance metrics to assess team performance* Collaborate to establish workflow and best practices for customer escalations* Plan, prioritize and delegate tasks to ensure seamless operations* Identify trends and partner cross-functionally to drive initiatives to enhance product and customer experience* Work to create, launch and analyze customer surveys* Improve customer service quality results by studying, evaluating, and re-designing processes* BS degree in Business Administration or related field* 3+ years call center management experience* Advanced and proven process flow creation implementation* Working knowledge of customer service software, databases and CRM tools* Solid change management* Strong interpersonal and communication skillsNo agency submissionsTurnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, creed, disability, medical condition, genetic information, marital or veterans status.

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