Customer Support Call Center Manager - ExamSoft

  • Dallas, TX, USA
  • Full-time

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, and ProctorExam.

Turnitin has offices in Australia, India, Indonesia, Japan, Korea, Mexico, the Netherlands, the Philippines, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.

Job Description

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 the shift’s contact center operations    

  • Monitor KPIs to assess team performance

  • Identify trends to drive initiatives to enhance product and customer experience 

  • Update, partner and collaborate with local and nearshore leadership to ensure seamless operations 

  • Work with a sense of urgency to address system incidents

Qualifications

 

  • 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 skills 

Additional Information

No agency submissions 

Turnitin, 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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