Experience:
Not specified
Concerned about your lack of experience? Learn More...
Employment Type:
Full time
Posted:
9/22/2018
Job Category:
Human Resources
Manager - Candidate Relations #MCR - GPN
Levittown, PA Area Jobs | Levittown, Pennsylvania
Tell Us More About Your Job Preferences
By telling us what you think of this job, we can help find jobs that match your interests. If you want to see more jobs like this, click on the smiley face. Or if this job isn't what you are looking for, click the frowny face. Learn More...

Follow This Company
Share

Job Description

Manager - Candidate Relations

The Law School Admission Council is a nonprofit organization devoted to furthering quality, access, and fairness in law school admission by providing the core products and services that candidates and law schools depend upon in the US and around the world. Each year, LSAC helps over 60,000 law school candidates navigate the admission process, administers the LSAT to over 100,000 world-wide test takers, pr0- vides the essential admission software and data relied upon by over 220 member law schools, presents dozens of national forums to help candidates and law schools connect, and supports the nation's prelaw network. The LSAT is the premier standardized test of critical reasoning skills that are fundamental for success in law school and in a wide range of careers. LSAC also works actively to increase diversity in the legal profession and to promote public understanding of law as part of its focus on building a strong justice pipeline. LSAC's office is located in Newtown, PA.

The Manager - Candidate Relations will manage the daily business operations of a high-volume, fast- paced support center and will promote a culture of customer delight. This individual is responsible for ensuring that a team of representatives provides superior customer service and for establishing metrics to assess the effectiveness of these services. This position reports to the Director of Customer Delight.

Essential Functions:

  • Customer support is the number one priority of the group, and the Manager- Candidate Relations provides leadership to the supervisors and their staff to ensure accurate, helpful, courteous, and timely responses to candidate inquires and complaints via telephone and correspondence.
  • Promote a culture of "customer delight" and establish metrics to assess the effectiveness of those programs; report regularly to senior business leaders at LSAC.
  • Direct and monitor activities of staff including goal setting, performance management, and coaching, training, and development plans to create an effective team.
  • Challenge, develop, and retain staff by establishing high standards of performance and clearly communicate what is expected; create development plans and opportunities to build and correct performance deficiencies; give regular feedback to employees regarding their performance and address any issues on a timely basis.
  • Ensure that an efficient training program is in place, which includes written documentation of competencies necessary to be successful in the job, suggested or required classes and courses, and development plans to motivate the team to provide top level support while remaining positive in stressful conditions.
  • Establish documentation, implement consistent processes, and provide training for direct reports on procedures. Utilize support center management tools (and other management reports) to analyze customer service metrics in order to determine problems and opportunity areas and to monitor performance against goals.
  • Analyze trends and opportunities for improvement with technology systems and procedures and initiate appropriate action to implement process changes.
  • Builds reports and provide metrics and statistical information to the Director of Customer Delight and to the LSAC Executive Team.
  • Stay current on industry trending analyses and customer service and support techniques, including chat, by participating in local networking events, regional conferences, and so forth, as available.
  • Oversee the monitoring of emerging technologies that might enhance or threaten LSAC's ability to delight customers and advise upper management of these findings.
  • Demonstrate creativity and initiative in problem solving that generates ideas for streamlining processes, reducing manual work, and speeding customer service operations with the goal of improving the customer experience.
  • Must be able to plan for clear risk mitigation to move customers from unhappy complainants to delighted customers when problems occur.
  • Participate in the content and language development of the LSAC website and various LSAC publications.

Required Education & Experience:

  • College degree or equivalent combination of education and experience required; management and customer service knowledge experience necessary.
  • Possess a high level of technical knowledge; and technical leadership experience is desirable.
  • Minimum 10 years of relevant experience in a support center environment.

Competencies:

  • Must possess excellent customer service, facilitation, personnel, management, and team- building skills.
  • Additionally, must have strong organization, negotiation, and analytical skills.
  • Possess a high level of technical knowledge; technical leadership experience is desirable.
  • Ability to train and coach others in the operational use of IT tools, systems, and methodologies.
  • Time management, prioritization, and escalation skills are required to insure that Service Level Agreements (SLAs) are met.
  • Ability to compile and analyze quantitative and qualitative performance metric data, communicate information to employees, and develop improvement plans as necessary.
  • Ability to utilize data to drive business performance; establish and report on key performance metrics based on information gathered from the service management (ticketing) system; identify any technical issues affecting the ability to serve customers (call routing, system downtime, etc.) and take appropriate measure to correct or counteract.
  • Must have strong leadership and problem-solving skills; must have experience coaching and driving strong performance results through others.
  • Positive and team player attitude is a must.
  • Excellent written and verbal communication skills.
  • Ability to interface at all levels of the organization, build consensus, communicate in an open and flexible manner.

Supervisory Responsibilities:

  • Manages the work of the CSRs (telephone representatives) and Candidate Communications staff.
  • Provides support for CSR and Candidate Communications.
  • Ensures accurate, helpful, courteous, and timely responses to candidate inquiries and complaints via telephone and correspondence.

LSAC offers competitive compensation and benefits based on qualifications and experience. Only resumes with salary requirements will be considered. LSAC actively seeks to foster greater levels of diversity in our workforce and in our pipeline of future leaders.

We are committed to attract and retain candidates who have a passion for their work and encourage all qualified individuals, including minorities, women, LGBTQ, and differently abled, to apply.

LSAC is an Equal Opportunity Employer.


recblid pxxoa2kk3hh1fis4ejp68ich2x5pey

This company profile was created by AfterCollege and is about Levittown, PA Area Jobs. This page is not endorsed by or affiliated with Levittown, PA Area Jobs. For questions regarding company profiles, please email: care@aftercollege.com.