ANNE ARUNDEL COMMUNITY COLLEGE, located within easy access to the Washington/Baltimore metropolitan area is a campus where our progressive faculty, staff, student support services and modern facilities provide the academic tools for unparalleled success. We are committed to attracting and retaining a diverse workforce; we offer competitive salaries with generous benefits in a friendly and welcoming atmosphere.
This position leads the activities of the Information Services Technical Call Center Team. This includes scheduling both temp and full staff and responsibility for structuring work flows and processes for the unit so that they successfully process all methods of communications (phone, email, and walk in) with the Technical Call Center.
Provide daily supervision of Technical Call Center Representatives.
Hire, train, and mentor temporary and full-time staff to carry out first level customer and technical support for the college community.
Schedule staff to assure proper coverage during all business hours utilizing ACD and service ticket metrics to determine optimum staffing levels. Prioritize day-to-day issues and workflows in order to maximize customer satisfaction and department effectiveness.
Provide coaching, mentoring, and feedback on a daily basis to all call center representatives in order to maximize productivity and quality of service. Complete performance evaluations for staff. Ensure that they meet their professional development requirements in order to grow their technical and customer service capabilities.
Assist in the development and implementation of support procedures, escalation processes, and measurable goals and objectives for the team.
Analyze reports from the automated call distribution system and the service ticketing system to ensure customer satisfaction by meeting or exceeding established Service Level Agreements. Formulate actions to address issues raised in the reports.
Responsible for management and population of knowledge base used to triage and solve first level calls.
Work directly with customers to provide account and technical support via phone and email.
First escalation point for urgent customer issues. Escalate level two or three technical problems in a timely manner to the appropriate staff.
Monitor the IS temporary staff budget to assure budgetary compliance. Forecast and recommend budget adjustments as needed.
Handle payroll time approval for all Customer Support Services temporary and work-study employees.
Coordinate with the Desktop Services and Equipment Distribution team to assure smooth interactions between the areas as necessary.
Associate's degree in a computer/business related field required. Technical certification in Microsoft products and or call center management certifications highly desirable.
Minimum of four years experience in supervising the work of other staff members, including three years experience in a helpdesk, customer support or similar IS environment required.
Proficiency using Microsoft Office Programs and Windows operating systems required.
Working knowledge of networks and automated call processing systems and reporting required.
Ability to prioritize, make quick decisions and work on multiple tasks simultaneously required.
Outstanding interpersonal skills with the ability to handle difficult and sensitive situations required. Ability to work with non-technical staff to resolve problems required.
Excellent oral, written and interpersonal communication skills, including a demonstrated ability to provide clear, concise directions and guidance and a demonstrated commitment to providing excellent customer service in a prompt, cooperative and friendly manner.
Ability to work a flexible schedule, including regularly-scheduled evening and weekends, to accommodate the needs of the end users and the department.
Ability to deal tactfully and effectively with faculty, staff, administrators and the public.
8:30 am to 4:30 pm with the ability to work a flexible schedule, including regularly-scheduled evening and weekends, to accommodate the needs of the end users and the department.
For more information or to apply, please visit https://careers.aacc.edu
AACC is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of race, color, religion, ethnicity, gender, sexual orientation, age, veteran status or disability. We are committed to the power of diversity and the strength it brings to the workplace.