Ascend Learning, Inc.
Member Services Manager (Project Management)
Ascend Learning; LLC (www.ascendlearning.com) is a leading provider of technology-based educational, curriculum and assessment solutions for the healthcare industry and other vocational fields. Ascend is renowned for delivering solutions that result in higher-performing student results at a lower cost, from nursing to allied health and fitness training to OSHA compliance training and insurance. Ascend employs more than 900 employees in 35 states. Customers range from schools of nursing to institutions of higher education, corporate health and wellness organizations and major Fortune 500 insurance companies.
Since 1987, the National Academy of Sports Medicine (NASM) has set the standard in certification, continuing education, solutions and tools for health and fitness, sports performance and sports medicine professionals. NASM has pioneered evidence-based health and fitness solutions that optimize physical performance and allow individuals to achieve a variety of fitness activity goals.
Position Summary:
This position ensures that all policies and procedures defined within customer service are followed and implemented timely. The role manages, coaches and develops a call center team and handles escalated issues that require attention of management.
Responsibilities:
• Develop the department by ensuring all representatives are trained to answer questions regarding each department as a subject-matter expert.
• Analyze staffing and telephone coverage and use individual meetings and other coaching techniques to ensure customer service representatives meet set metrics.
• Provide resolutions to escalated customer questions and issues to better streamline the department.
• Ensure all customer accounts remain up-to-date.
• Implement policies and procedures for service employees and the business unit.
• Keep the business unit's terms and conditions current with ever changing rules and regulations of the company.
• Plan the team budget and expenditures.
Supervisory Responsibilities:
Direct Supervisory Responsibilities - Employees that report directly to you 6+
Description of Supervisory Responsibilities:
• Lead and direct the customer service team training meetings
• Facilitate individual coaching sessions with employees by providing constructive feedback and giving moral support
• Ensure employee's schedules are maintained and updated as needed for optimal phone coverage
• Review and process timesheets for employees
• Approve and track employee time-off requests
• Monitor calls to ensure quality and consistency
Education & Experience:
• Bachelor's degree or equivalent work experience in related field
• Four to five years of proven management experience in a customer service or call center environment
• Five to seven years of customer service, sales, and/or marketing experience
Skills & Abilities:
• Proven track record and knowledge of call center innovation, technology, best practices, and organizational integration
• Ability to achieve effective goals and results, and ensure the delivery of exceptional customer service
• Strong analytical skills
• Excellent project management and collaboration skills
• Thorough understanding of Microsoft Office applications (SharePoint and CRM)
• Ability to identify, research, plan and implement change to processes for improvement
• Time management skills
• Proven leadership abilities
• Excellent verbal and written communication skills
Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.