K12 Inc.

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Director, Call Center Operations

at K12 Inc.

Posted: 10/9/2019
Job Status: On Call
Job Reference #: *B4A5053BFADAC9E6
Keywords: call center

Job Description

Requisition Number

Director, Call Center Operations



The Director, Enrollment Operations develops and manages business plans, benchmarks, and budgets for the company enrollment operations.. Oversees and manages multiple internal departments and direct reports to ensure that goals are met and exceeded in key sales and service areas. Reporting to the Vice President, Enrollment Operations, this position is responsible for all Enrollment Center operations at the remote facility.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
• Plans, forecasts, implements and tracks against departmental goals, ensuring linkage to key company and team objectives;
• Ensures K12 knowledge base is accurate and is available to Enrollment Consultants to assist in recommending the best fit for specific student situations;
• Maintains comprehensive knowledge about the education industry, trends, competitors, products and is able to convey that intelligence across the workgroup;
• Serves as a subject matter expert (SME) on key product and organizational information, managing changes and updates to teams as needed;
• Liaises with key internal stakeholders and other groups within Marketing to ensure that departmental activities link to overall company strategies;
• Manages reporting and communications process for critical issues and key performance results to company executive;
• Manages Enrollment Managers including hiring, training, coaching towards goals attainment;
• Directs Enrollment Managers on proper coaching and training techniques to ensure Consultant effectiveness and growth;
• Creates business plans and defines/manages corresponding budgets;
• Participates in the planning and implementation of corporate initiatives;
• Maintains strong computer skills to effectively operate company systems and programs;
• Continually enhances sales skills and shares knowledge gained with Enrollment Managers and Supervisors;
• Oversees resolutions to escalated customer situations.
Supervisory Responsibilities: Directly supervises 7+employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problem.

OTHER DUTIES & RESPONSIBILITIES: The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities and/or duties required; other duties may be assigned.
• Ability to perform to goals/key success metrics
• Strong leadership skills with proven ability to hire, train, develop, coach and motivate a team of sales/service professionals
• Effective verbal and written communications skills
• Strong positive attitude and work ethic


• Bachelor’s degree AND
• Ten (10+) years of experience in a high volume, hands-on call center AND
• Two (2+) years of managing and running a call centerOR
• Equivalent combination of education and experience
Certificates and Licenses: None required.

• Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.
• Ability to travel 25% of the time

• Sales Force Automation (SFA) computer skills
• Online education or institutional experience
• Phone-based sales or service experience
• Customer service/support experience

EOE and Drug Free Workplace