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Customer Support Manager At Age of Learning

Location: Glendale, California

Job Description

Company Overview

Age of Learning is a leading education technology innovator based in Glendale, California, with a talented team of 600+ individuals comprised of nationally-renowned educators, curriculum experts, designers, animators, engineers, and more. We develop engaging, effective digital learning content to help children build a strong academic foundation for lifelong success.

Our flagship product ABCmouse.com Early Learning Academy® is a comprehensive curriculum and the #1 learning app and website for children ages 2 through 8. More than 18 million children worldwide have completed over 4 billion learning activities on ABCmouse. Other Age of Learning programs include an immersive English language learning product for children in China; ReadingIQ, a world-class digital library with thousands of curated books; and a groundbreaking adaptive learning system that personalizes math instruction for every learner.

We are committed to helping all children succeed. Through our Education Access Initiatives, we make ABCmouse available at no cost to millions of children through schools, libraries, Head Start programs, and community centers—including public housing authorities and after-school programs.

As we expand our global reach and broaden the educational impact of our programs, we’re looking for passionate, ambitious, and collaborative leaders to become a part of our growing team.

Summary

The Customer Support Manager is responsible for service delivery execution including supervisor management of front line representatives, achieving performance metrics set by leadership team and assisting with scheduling, quality monitoring and training when called upon to assist. This position will also be responsible for planning, organizing, and managing day to day activities for our inbound/outbound customer support team. Our call center is a multi-shift, 7-day per week operation.

Responsibilities

  • Direct the forecasting and scheduling of daily workforce.
  • Continuously evaluate workflow and identify opportunities for improvement.
  • Track and measure individual and team productivity and quality results.
  • Drive improvements in overall service levels, transactional efficiencies & customer retention.
  • Implement new processes, procedures and technologies as needed.
  • Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff.
  • Develop troubleshooting and methods documentation for device and software issues.
  • Work with subject matter experts to determine best practices and identification of trending product issues
  • Ability to lead, motivate, and direct the activities of other employees in order to achieve objectives, project schedules, and team goals and to complete assignments within established time frames and specifications.
  • The ability to develop tasks and work assignments, clearly define objectives, and give technical direction with applied knowledge of alternatives and decision-making experience.
  • Manage and motivate call center staff to meet customer support performance goals. Ensure that all inbound and call center incentives are developed and executed as planned.
  • Responsible for the supervision, coaching, reviewing, disciplining of assigned staff.
  • Monitor adherence to company quality monitoring goals.
  • Ensure adherence to company policies.

Required Qualifications

  • Knowledge of inbound call center operations
  • Inbound call center experience
  • Available to work irregular hours including holidays, nights, and weekends
  • Understanding and ability to execute inbound programs to ensure service levels.
  • Strong planning, forecasting, problem-solving and analytical skills.
  • Proven ability to develop and produce reports from existing systems, analyze them and make informed recommendations.
  • Demonstrated ability to interact with peers, senior management and other departments in a professional manner.
  • Strong organizational, leadership and interpersonal management skills.
  • Demonstrated communication skills both written and verbal.
  • Must be able to foster a positive and productive work environment with the ability to lead, build teams and motivate staff.
  • Ability to work in a dynamic fast paced atmosphere.
  • Ability to create, modify and track KPIs that relate to troubleshooting and documentation environments.
  • Strong communication, organizational, analytical, documentation, troubleshooting and problem-solving skills.
  • PC skills including word processing, spreadsheets, presentation graphics and multimedia
  • Highly proficient in Excel, Word, PowerPoint, and other office products.
Preferred Qualifications:
  • 2 years inbound call center experience

Application process:

Candidates must complete a series of Spark Hire video questions as part of the application process. Please see link and instructions below.

Before you begin, you will be given the option to view a video tutorial that will walk you through set up, give you an opportunity to check your audio and video, and allow you to answer a sample question to ensure that everything is working properly. When you are ready to begin, you may continue to the first question.

After hearing each question, you will have one minute to prepare your answer and two minutes to record. Make sure you think about your answer before recording - you only get one take! After you have completed all of the questions, you may submit your questions!

Follow this link to proceed to the interview: https://hire.li/7e6547e

In order to be considered for this position, please submit a resume and a cover letter.