PRIMARY OBJECTIVE

Reporting to the Call Center Manager, the Call Center Supervisor (Remote) provides excellent customer service and leadership by ensuring that the call center provides excellent customer service and delivers quality information to students, faculty, staff and the general public who inquire about City Colleges of Chicago’s academic programs and other services

ESSENTIAL DUTIES

• Assist with staff scheduling, training and payroll administration.
• Provides regular written reports to senior management. Assists with the efficiency and evaluation of internal marketing information by preparing daily/weekly/monthly reports on call/email/live chat volume and participating in independent marketing projects.
• Evaluates Call Center Representatives and Call Center Representatives (Remote) on performance and accuracy when providing information to prospects, current students and general public.
• Supervises staff remotely by answering questions, providing new and upcoming information, conducting pre-shifts and maintaining consistency of standards.
• Responds to or forwards online requests gathered from the CCC website to appropriate staff.
• Maintains a log of phone and email activities regarding inquiries from Marketing leads.
• Produces call center status reports on a weekly basis.
• Maintains adequate supply of hard copy brochures and informational materials to fulfill requests.
• Adheres to CCC Customer Service Excellence Standards.
• Performs related remote duties as assigned.

REPORTING RELATIONSHIPS

QUALIFICATIONS

• Bachelor’s Degree or equivalent education required. Minimum of two years managing staff and in addition to call center experience.
• Employees working remote are responsible for providing a stable internet environment with a connection speed of at least 300 megabytes per second (Mbps).
• All equipment provided by CCC to an employee must be connected to broadband internet through Ethernet connection.
• Working knowledge of City Colleges of Chicago’s marketing function and operations is preferred.
• Excellent verbal and written communication, organizational, and administrative skills required.
• Must be able to work well with internal and external constituents and possess the ability to handle all situations with tact and diplomacy.
• Experience in facilitating staff meetings and trainings.
• Must be able to complete tasks in a timely manner.

• We Offer: Excellent health and welfare benefit package and long term savings and investment programs including 403(b) & 457(b) Investment Plans and a pension plan with the State University Retirement System (SURS) Plan. Generous vacation, holiday, personal and sick days, and tuition reimbursement. For a more detailed overview of benefits, please visit the benefits page of our website.

  
  

  Chicago residency is required for all full-time employees within 6 months of hire.

  We are an equal opportunity and affirmative action employer. Thank you for your interest in City College of Chicago!