Educational Services - Call Center Program Director

This teams mission is to connect students to college success and opportunity by helping to manage major services in college testing programs and assessment.

 

In this position, you will lead the account by working with our very important educational testing services client.  Successful candidate is the SPOC for the client, along with owning and nurturing the client relationship.  Both a strategic direction as well as tactical operations, Quality, training and KPI  knowledge are a must.  In addition to owning the program results and deliverables, you will create and analyze client reports, write and develop communications, write specifications for program requirements, handle client requests, act as a liaison to systems and operations staff, design and conduct project training and monitoring, understand, create and manage client extracts and reports. In addition, you will be responsible for client invoicing as well as forecasting and managing project hours.  This position is supported in their success by both Corporate support departments as well as on-site call center support. 

 

College degree preferred or equivalent related work experience in a field related to business or educational services. Minimum 5 years management experience required (call center management preferred as well as project management expertise). Intermediate to advanced proficiency in Excel and Word. Previous client contact experience required, plus excellent customer service and leadership skills. Solid verbal and written communications skills are essential.

 

ICT Group offers a very competitive salary and comprehensive benefits package.  For immediate consideration, please email your confidential resume with salary requirements to:  Resumeshr@ictgroup.com or fax: 267-685-5708.  Please reference Job Code: ES-PD in all of your correspondence.

 

ICT Group, Inc. is an equal opportunity employer.