Job Summary The Associate Director of the Contact Center oversees the day-to-day operations of the Ancora Contact Center to ensure quality service delivery and to maximize revenue and profitability. This role supports Campus Operations by providing operational oversight and tactical leadership to the team. The Associate Director assists in driving the overall execution of Contact Center strategies to ensure efficient delivery of optimal service while maintaining a world-class service delivery platform. By analyzing trends and reports, they identify efficiencies and training needs to ensure that contact center metrics are met or exceeded on a monthly, quarterly, and yearly basis. Key Responsibilities I. Directs the Ancora Contact Center Team • Manages the day-to-day Contact Center operations to achieve performance targets. • Coaches the team to adequately set priorities, manages schedules, and ensures appropriate floor coverage. • Ensures the team works effectively with internal departments for timely response to all departmental requests. • Implements and maintains workload audits to ensure departmental efficiency and quality. • Analyzes daily reports to identify performance gaps, determine training needs, and optimize production opportunities. • Ensures daily, weekly, and monthly production expectations and metrics are met as outlined by leadership. II. Supports the Execution of Strategic Vision • Executes departmental activities to ensure customers receive exceptional service aligned with organizational objectives. • Assists in resolving system, customer, and employee issues, escalating to the Director or VP when necessary. • Maintains proper escalation channels to ensure issues are resolved effectively and efficiently. • Guides Contact Center staff to ensure compliance with policies, procedures, ethical practices, and the guidelines of government and accrediting organizations. • Leverages data from monitoring systems to drive individual and team performance. III. Achieves Targets Against Key Performance Indicators (KPIs) • Monitors KPIs via daily, weekly, monthly, and quarterly reports to ensure tactical alignment with goals. • Builds ownership and accountability for operational results among the supervisory and frontline staff. • Recommends improvement strategies for production, productivity, quality, and customer-service standards. • Regularly communicates service level performance to the Director and VP and sets clear performance expectations for the team. • Identifies variances in performance and creates effective action plans for timely resolution. • Conducts regular real-time call, email, or chat monitoring and coaching to enhance service quality. IV. Leads and Develops Others • Manages resources and people processes (e.g., Performance Management, Training, Staffing) to ensure optimal performance. • Identifies individual and team skill gaps and coordinates developmental opportunities (e.g., training, special projects). • Ensures direct reports have documented career goals and actionable plans for professional development. • Conducts performance evaluations in a consistent, fair, and objective manner to encourage continuous improvement. • Holds staff accountable to established performance levels and resolves group performance issues promptly. • Identifies opportunities to involve team members in challenging assignments to advance their skills. • Recommends employees for lateral rotations and promotions based on performance and skill acquisition. Experience and Education Required • Bachelor's Degree or equivalent work experience in Business or related field • 1+ years of experience leading call center operations or related field in a supervisory capacity Experience and Education Preferred • 3+ years of experience leading call center operations • Experience in the post-secondary education industry • Experience managing medium to large teams with a mixture of salaried and hourly employees • Experience in sales and/or student recruitment Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Prolonged periods sitting at a desk and working on a computer. Work Environment Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is usually not exposed to weather conditions. The noise level in the work environment is usually moderate. Note This is not necessarily an exhaustive list of all responsibilities, skills, duties, or requirements associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or require that other or different tasks be performed when circumstances change. I have read and understand the above job description. I further understand that this is not an all-inclusive list and does not constitute a contract. My employment remains at will as with all employees of Ancora Education. Apply tot his job