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Operations Lead, Contact Center at University of Maryland Global Campus
Adelphi, Maryland, USA - Full Time
Skills Needed
Sms, State Laws, Cti, Salesforce.Com, Agile Environment, Challenging Environment, Resume, Functionality, Eda, Interpersonal Skills, Chat, Data Analysis, Educational Programs
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Graduate Teaching Assistant at Veritas Education
Twickenham, England, United Kingdom - Full Time
Skills Needed
Children, Sen
Specialization
Math
Qualification
Graduate
Experience Required
Minimum 10 year(s)
Strategic HR Business Partner & Executive Consultant (m/w/d) (m/w/d) at DKB
10117 Berlin, , Germany - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Product Analyst at PennyMac
Cary, NC 27513, USA - Full Time
Skills Needed
Sheets, Executive Management, Productivity, Communication Skills, Deliverables, Financial Services, Critical Thinking, Business Acumen, Market Data, Plus, Jira, Confluence, G Suite
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Senior Urban Planner (Project Co-ordinator) at Sarina Homes
Calgary, AB, Canada - Full Time
Skills Needed
Ownership, Presentations, Mediums, Critical Thinking, Urban Planning, Computer Skills
Qualification
Graduate
Experience Required
Minimum 8 year(s)
Manager Trainee at Hertz
Coquitlam, BC, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Service Plumber at North Star Mechanical Ltd
New Westminster, BC V3L 5T8, Canada - Full Time
Skills Needed
Plumbing
Qualification
Graduate
Experience Required
Minimum 4 year(s)
Journeyperson Plumber at Fusionline Mechanical Group
Abbotsford, BC V2T 6T5, Canada - Full Time
Skills Needed
Power Tools, Hand Tools, Reliability
Qualification
Graduate
Student Employment - Athletic Game Day Facility Leader at Saint MaryOfTheWoods College
Terre Haute, Indiana, USA - Full Time
Skills Needed
Sports
Qualification
Graduate
Program Leader (Before and After Program) at Umbrella Family and Child Centres of Hamilton
Dundas, ON L9H 2A2, Canada - Full Time
Skills Needed
Framework, Toddlers, Early Childhood Education, Learning, Children, Dundas, Program Planning, It, Access, Compassion
Qualification
Diploma
Payroll Technician at CoucheTard
Laval, QC, Canada - Full Time
Skills Needed
Confidentiality, Pivot Tables, Microsoft Office, Peoplesoft, Vlookup, Outlook, Bilingualism, Discretion, Customer Service, English, Excel, Powerpoint
Qualification
Diploma
Swim Instructor(s) at Pellea Fitness
North York, ON, Canada - Full Time
Skills Needed
Swim Instruction, Cpp, Lifeguarding
Qualification
Diploma
Experience Required
Minimum 1 year(s)
Floor Manager - Part Time (AB - Chinook) at OakFort AB Chinook Centre
Calgary, AB, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Senior Application Administrator at University of Maryland Global Campus
Adelphi, Maryland, USA - Full Time
Skills Needed
Webex, Desire2learn, Microsoft Word, Data Manipulation, Prototyping, Communication Skills, Deliverables, Maintenance, Wimba, Project Management Skills, State Laws, Interpersonal Skills, Servicenow, High Pressure Environment, Project Plans, Sharepoint
Qualification
Graduate
Experience Required
Minimum 6 year(s)
Parkwood Middle Science/Social Studies Teacher at Union County Public Schools
Monroe, NC 28112, USA - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Disability Support Worker at Prospr Care
Illawarra, New South Wales, Australia - Full Time
Skills Needed
Children, Hobbies
Specialization
A field related to disability support or be actively pursuing relevant qualifications
Qualification
Trade Certificate
Designer (m/w/d) at CJ Mainfrost Foods GmbH
6BHVDH, , Germany - Full Time
Skills Needed
Content Design, Photoshop, German, Video Editing, Adobe Creative Suite, Project Management Skills, Art
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Assistant(e) gérant(e) (949) at BOUTIQUE LE GRENIER
Sherbrooke, QC J1L 2P1, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Donor Engagement Coordinator (Full Time) at YMCA Calgary
Calgary, AB, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Bilingual Customer Retention Specialist (French & English) at Bundl Box
Burlington, ON L7N 3N2, Canada - Full Time
Skills Needed
French, Microsoft Office, Customer Retention, Interpersonal Skills, English
Qualification
Diploma
Experience Required
Minimum 1 year(s)
Operations Lead, Contact Center at University of Maryland Global Campus
Adelphi, Maryland, USA -
Full Time

Start Date

Immediate

Expiry Date

19 Nov, 25

Salary

109000.0

Posted On

19 Aug, 25

Experience

3 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Sms, State Laws, Cti, Salesforce.Com, Agile Environment, Challenging Environment, Resume, Functionality, Eda, Interpersonal Skills, Chat, Data Analysis, Educational Programs

Industry

Information Technology/IT

Description

Job Ref:
10023655
Location:
Adelphi, MD
Category:
IT and Project Management
Type:
Full time
Operations Lead, Contact Center
Customer Relations - ITUS Exempt RegularFull timeStateside Exempt 3.1Location: Adelphi, MD (Hybrid)

SUMMARY:

We are seeking a highly skilled and experienced Operations Lead, Contact Center to join our team. This role involves overseeing the strategy, support and maintenance of our Contact Center functionality within our CRM platforms, ensuring optimal performance, customer satisfaction, and alignment with business objectives. The ideal candidate will have a strong background in Salesforce, CTI and Contact Center services; and will drive, champion industry best practices towards transformation and innovation.
This role has a key responsibility to ensure that the ideal customer experience is delivered to our end customer. He/she/they must be a highly motivated, quality driven leader for the team. This individual will consistently recommend and deliver best practices meeting the highest standards. While strategic thinking and coordination are important elements of this position, this individual will be required to take a very hands-on role with requirements, design, training, support and other operational duties across various digital platform teams.

EXPERIENCE:

  • Minimum 3 years of experience as managing Contact Center
  • Experience with voice, video, chat, SMS, and survey tools/integrations is a plus
  • Strong understanding of Salesforce.com, CTI and Workforce management best practices and functionality
  • Demonstrated experience in leading multi-functional project and DevOps teams in a Scrum Agile environment
  • Strong communication and interpersonal skills, with the ability to interact effectively with all levels of the organization
  • Experience with data analysis and reporting tools
  • Ability to work in a challenging environment and manage multiple priorities
  • Salesforce.com Admin (ADM-201) certified
  • Salesforce.com Service Cloud Consultant is a plus
  • Experience with Salesforce products: Sales Cloud, Service Cloud, Experience Cloud, EDA, Admissions Connect, Student Success Hub, Education Cloud
  • Excellent leadership, communication and management skills
    Preferred Experience Requirements:

EDUCATION:

  • Bachelor’s Degree
    All submissions should include a cover letter and resume.
Responsibilities
  • Stay up to date with emerging technologies, industry best practices, and contact center trends to drive continuous improvement and innovation
  • Work closely with cross-functional teams to identify, analyze, and resolve complex problems, enhancing system functionality and user experience
  • Develop and analyze contact center performance reports to identify trends, areas of improvement, and opportunities for enhancing customer experience
  • Lead support and development resources for a timely resolution of support issues, driving Service Level Agreements and critical incident resolutions
  • Develop training programs for contact center agents to enhance their skills, product knowledge, and customer service abilities. Provide ongoing support and coaching to improve agent performance
  • Ensure adherence to FCC regulations, higher education regulations, and guidelines related to contact center operation
  • Build and maintain relationships with vendors, negotiate contracts, and ensure services meet the organization’s requirements and standards
  • Partner with Leadership team to oversee contact center budget
  • Develop strong relationships with internal collaborators, stakeholders and external partners, supporting strategic priorities and goals
    Education & Experience Requirements:
Operations Lead, Contact Center at University of Maryland Global Campus
Adelphi, Maryland, USA - Full Time
Skills Needed
Sms, State Laws, Cti, Salesforce.Com, Agile Environment, Challenging Environment, Resume, Functionality, Eda, Interpersonal Skills, Chat, Data Analysis, Educational Programs
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Graduate Teaching Assistant at Veritas Education
Twickenham, England, United Kingdom - Full Time
Skills Needed
Children, Sen
Specialization
Math
Qualification
Graduate
Experience Required
Minimum 10 year(s)
Strategic HR Business Partner & Executive Consultant (m/w/d) (m/w/d) at DKB
10117 Berlin, , Germany - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Product Analyst at PennyMac
Cary, NC 27513, USA - Full Time
Skills Needed
Sheets, Executive Management, Productivity, Communication Skills, Deliverables, Financial Services, Critical Thinking, Business Acumen, Market Data, Plus, Jira, Confluence, G Suite
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Senior Urban Planner (Project Co-ordinator) at Sarina Homes
Calgary, AB, Canada - Full Time
Skills Needed
Ownership, Presentations, Mediums, Critical Thinking, Urban Planning, Computer Skills
Qualification
Graduate
Experience Required
Minimum 8 year(s)
Manager Trainee at Hertz
Coquitlam, BC, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Service Plumber at North Star Mechanical Ltd
New Westminster, BC V3L 5T8, Canada - Full Time
Skills Needed
Plumbing
Qualification
Graduate
Experience Required
Minimum 4 year(s)
Journeyperson Plumber at Fusionline Mechanical Group
Abbotsford, BC V2T 6T5, Canada - Full Time
Skills Needed
Power Tools, Hand Tools, Reliability
Qualification
Graduate
Student Employment - Athletic Game Day Facility Leader at Saint MaryOfTheWoods College
Terre Haute, Indiana, USA - Full Time
Skills Needed
Sports
Qualification
Graduate
Program Leader (Before and After Program) at Umbrella Family and Child Centres of Hamilton
Dundas, ON L9H 2A2, Canada - Full Time
Skills Needed
Framework, Toddlers, Early Childhood Education, Learning, Children, Dundas, Program Planning, It, Access, Compassion
Qualification
Diploma
Payroll Technician at CoucheTard
Laval, QC, Canada - Full Time
Skills Needed
Confidentiality, Pivot Tables, Microsoft Office, Peoplesoft, Vlookup, Outlook, Bilingualism, Discretion, Customer Service, English, Excel, Powerpoint
Qualification
Diploma
Swim Instructor(s) at Pellea Fitness
North York, ON, Canada - Full Time
Skills Needed
Swim Instruction, Cpp, Lifeguarding
Qualification
Diploma
Experience Required
Minimum 1 year(s)
Floor Manager - Part Time (AB - Chinook) at OakFort AB Chinook Centre
Calgary, AB, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Senior Application Administrator at University of Maryland Global Campus
Adelphi, Maryland, USA - Full Time
Skills Needed
Webex, Desire2learn, Microsoft Word, Data Manipulation, Prototyping, Communication Skills, Deliverables, Maintenance, Wimba, Project Management Skills, State Laws, Interpersonal Skills, Servicenow, High Pressure Environment, Project Plans, Sharepoint
Qualification
Graduate
Experience Required
Minimum 6 year(s)
Parkwood Middle Science/Social Studies Teacher at Union County Public Schools
Monroe, NC 28112, USA - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Disability Support Worker at Prospr Care
Illawarra, New South Wales, Australia - Full Time
Skills Needed
Children, Hobbies
Specialization
A field related to disability support or be actively pursuing relevant qualifications
Qualification
Trade Certificate
Designer (m/w/d) at CJ Mainfrost Foods GmbH
6BHVDH, , Germany - Full Time
Skills Needed
Content Design, Photoshop, German, Video Editing, Adobe Creative Suite, Project Management Skills, Art
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Assistant(e) gérant(e) (949) at BOUTIQUE LE GRENIER
Sherbrooke, QC J1L 2P1, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Donor Engagement Coordinator (Full Time) at YMCA Calgary
Calgary, AB, Canada - Full Time
Skills Needed
Good Communication Skills
Qualification
Graduate
Experience Required
Minimum 3 year(s)
Bilingual Customer Retention Specialist (French & English) at Bundl Box
Burlington, ON L7N 3N2, Canada - Full Time
Skills Needed
French, Microsoft Office, Customer Retention, Interpersonal Skills, English
Qualification
Diploma
Experience Required
Minimum 1 year(s)