Job details
Salary $57,547 - $114,927 a year job type full-time
Full job description
Our mission of `doing what`s right to change lives for the better` isn`t just a sloganIt`s the guiding principle in everything we doThe culture at great lakes has attracted employees who all share a belief in the value of higher educationThey stay because we invest in our communities and reward people for doing what`s right.
Develop and lead multiple teams of associates in a contact center as well as oversee the core processes associated to those teamsLeader will be expected to interact with internal management and external clients regarding the interactions of their respective teamsLeader should possess and demonstrate strategic thinking capabilities, create and manage to a budget, and display fiscally responsible decision making capabilitiesLeader should have the ability and comfort to assist in the sales process of the contact center and its capabilitiesLeader must be self-motivated and able to work both individually and in a team environmentLeader should be able to understand and articulate the key metrics, goals, and any obstacles that drive/impact the contact center on a daily basisKnowledge of contact center rules and regulations is helpful but not requiredLeader will actively participate as a contributing member to the growth of nelnet.
Job responsibilities:
1Contribute to continuous process improvement.
2Support nelnet’s vision, core values and mission.
3Establish process and departmental goals.
4Provide measurable and achievable results.
5Cultivate, hire and develop talent.
6Provide feedback and coaching.
7Coordinate staff activities to meet production goalForecast and adjust staffing to ensure goals are met.
8Prepare & present periodic and management reports.
9Ensure appropriate levels of quality controls are impacted for all processes.
10Manage customer expectations.
11Lead a distributed work force and achieve departmental goals while meeting deadlines.
12Monitor the budget.
13Write/deliver performance evaluations and corrective action plans.
14Foster an innovative environment.
15Ensure compliance with federal and guarantor regulations.
Education:
Bachelor’s degree or commensurate experience
Experience:
14 - 6 years of contact center management/supervisory or commensurate experience.
2Business process outsourcing and project management experience preferred.
Competencies – skills/knowledge/abilities:
1Customer focused
2Excellent analytical, leadership, and problem solving skills
3Strong communication, presentation, and negotiation skills
4Ability to manage and meet client expectations in a professional and timely manner, while managing conflicting priorities to meet deadlines
5Ability to manage a diverse, distributed workforce
6Microsoft office suite or similar software product expertise required
7Oral communications
8Written communications
9Service excellence
10Working with ms office
11Decision making and critical thinking
12Interpersonal relationships
13Leadership
14Project management
15Team management and team building
16Planning: tactical, strategic
17Managing workforce diversity
18Budgeting
19Problem solving
This position requires work in support of the company’s contract with the united states department of education (“ed”)As such, the united states government requires that any applicant for this position must complete united states government security clearanceEffective june 1, 2018, ed has informed great lakes/nelnet that security clearance applications for foreign nationals are not being accepted or processedIn light of this direction from ed, great lakes/nelnet will be unable to hire applicants without united states citizenship for such positions.
Colorado applicants salary range $57,547 - $114,927
Our benefits package includes medical, dental, vision, hsa and fsa, generous earned time off, 401k/student loan repayment, life insurance & ad&d insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness programClick here to learn more about our benefits: link .
Nelnet is an equal opportunity employer, complies with executive order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at nelnet may request such accommodations by contacting corporate recruiting at 402-486-5725 or corporaterecruiting@nelnet.net .
Nelnet is a drug free and tobacco free workplace.
