Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit www.CollegisEducation.com.

Position Summary:

The Personal Support Center (PSC) Supervisor is responsible for overseeing the daily operations of the call center, ensuring that customer service and partner SLAs (Metrics) standards are met and exceeded within a fast-paced environment. This role involves managing a team of call center agents, monitoring their performance, providing training and development, and implementing strategies to improve efficiency and customer satisfaction. The Supervisor is expected to work professionally with other departments/partners to ensure efficiencies within the PSC. Foster an environment that encourages innovation and increases the responsibility and accountability of all agents.

Primary Responsibilities, Essential Functions and Requirements:

• Communication & Professionalism: The PSC supervisor shall serve as a strong example to all PSC agents of what the appropriate methods are to apply when interacting with a PSC client or users. The PSC Supervisor will ensure all PSC agents reflect the utmost level of professionalism and ensure communication methods are applied effectively and appropriately.
• Leadership Collaboration: Participate with PSC Management to continually develop and improve upon PSC processes, procedures, and support offerings. Work closely with other PSC supervisors to drive results of daily tasks, coaching, agent performance, floor management, schedules, processes and other supervisory activities.
• Team Management: Supervise and mentor a team of call center agents, providing guidance, support, and performance feedback. Conduct monthly 1-1 sessions with agents. Responsible for mid-and-end performance reviews and regular reporting to Leadership as needed. Positively reinforces agents and strives towards exceptional service. Enforce company policies and procedures, ensuring that all agents adhere to them.
• Scheduling/Staffing: Create and manage staff schedules to ensure adequate coverage during peak and off-peak hours. The Supervisor is held accountable for accurately staffing the PSC. Participate in and identify staffing needs by conducting performance management and participating in interviews and feedback regularly on agent performance.
• Performance Monitoring: Monitor call center metrics such as speed to answer, first call resolution, % of calls answered, % of calls resolved, proper ticket routing, accurate data reporting, and customer satisfaction. Ability to adapt to a fast-paced changing environment.
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security-related issues. Reduce the risk of theft, fraud or misuse of information assets.
• Handle escalated customer complaints and issues, providing solutions and ensuring customer satisfaction.
• Reporting: Generate and analyze reports on call center performance for partners/agents, presenting findings to management and recommending improvements.
• Partner Support: The PSC Supervisor is to maintain a strong understanding of all assigned clients and utilize this knowledge to assist PSC agents as well as assist in client escalations. Maintains a strong understanding of all client environments, including by not limited to software applications, learning management systems, and account creation procedures.
• Attend and participate in PSC partnership meetings as assigned/needed.
• Quality Assurance: Supervisors are responsible for completing monthly quality scorecard reviews of calls/chats/emails and delivering the results to the agent.
• Special incidents or cases that need investigation are the responsibility of the supervisor to complete as assigned.
• Training and Development: Conduct training sessions as needed for new and existing agents on customer service best practices, product knowledge, and call center software.
• Develop agents to be ready to take the next role.
• Partner with Clients to develop and implement strategies and training initiatives to increase PSC effectiveness.
• Technology Management: Oversee the use and maintenance of call center technology, including phone systems and customer relationship management (CRM) software.
• Research new technology avenues to streamline PSC prosses and drive customer satisfaction results.

Experience and Qualifications:

• Minimum of 2-5 years’ experience in a call center environment; at least 2 years in a supervisory role.
• Excellent leadership and team management skills.
• Ability to work a flexible schedule that may include nights, weekends and holidays.
• Strong communication and interpersonal abilities.
• Proficiency in call center software and CRM systems.
• Exceptional problem-solving and decision-making skills.
• Ability to analyze data and generate reports.
• Time management and organizational skills.
• Proven track history of excellent customer service.
• General knowledge of the higher education industry preferred.
• Strong analytical and problem-solving skills and strong proficiency in technology troubleshooting skills.

Education, Certifications and Licensures:

• Bachelor’s degree in Information Technology/Business is preferred.
• Relative industry certifications are considered a plus.

Remote / Hybrid (Location-Based) Collegis employs team members in a variety of locations across the country, supporting a flexible and distributed workforce. Depending on candidate location, this position may be structured as either remote or hybrid. Candidates located within 60 miles of our Oak Brook, IL office will be expected to follow a hybrid schedule, working onsite 2–3 days per week to support collaboration and team engagement, while those outside this radius may work fully remotely. Specific expectations based on location will be discussed during the interview process.

Beware of scams: Please note that all inquiries regarding Collegis Education job postings will come from an email domain of @mail.paylocity.com or @collegiseducation.com, or alternatively through LinkedIn.

Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.