Customer Support Call Center Manager - ExamSoft
- Dallas, TX, USA
- Employees can work remotely
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.
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.
Please note: This position can be remote if you are located outside of the Dallas Area, however, there would be an expectation to travel to the Dallas corporate office expected approximately 3 times a year.
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
- 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
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.