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College Board

Senior Director, Call Center Operations

🇺🇸 Remote - US

🕑 Full-Time

💰 $108K - $165K

💻 Customer Support

🗓️ January 14th, 2025

Edtech.com's Summary

College Board is hiring a Senior Director, Call Center Operations. This role involves overseeing the strategy and implementation of customer experience initiatives at third-party contact centers, focusing on vendor management, transformational change, and improving customer satisfaction.

Highlights
  • Main responsibilities include managing daily contact center operations, ensuring SLA compliance, and leading transformational change.
  • Requires deep knowledge of call center tools, technology, and experience in contact center transformation and operations.
  • Compensation ranges from $108,000 to $165,000, with the exact amount dependent on location and experience.
  • Essential qualifications include 10 years of call center operations management experience and a proven track record in metrics management and customer satisfaction.
  • The role supports 2-4 direct reports and involves collaborating with cross-functional teams.
  • Benefits include health, dental, and vision insurance, generous paid time off, and retirement benefits.
  • Regular travel (4-6 times a year) to College Board offices and vendors is required.
  • Opportunity for annual bonuses, salary growth, and merit raises based on performance and increased responsibilities.