FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing customer service teams, ensuring quality service delivery, and achieving productivity and service-level targets. Proficient in coaching, training, and performance management while fostering a proactive and improvement-oriented work environment.
Highest-signal resume keywords
Team ManagementCustomer Service ExcellenceCoaching and TrainingProblem SolvingQuality Assurance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Workforce ManagementAgent SchedulingQuality ManagementPerformance ReviewData Analysis
Soft Skills
Interpersonal SkillsCommunication SkillsOrganizational SkillsProactive AttitudeDetail Orientation
Certifications & Qualifications
Bachelor’s Degree
Industry Keywords
Customer SatisfactionService-Level TargetsAdmissions ExperienceApplication ProcessesEscalation Management
About the role
Key responsibilities & impact- Oversee and provide quality, efficient customer service to applicants through daily management of a team
- Hire, train, coach, monitor contacts, solve problems, motivate, and recognize or reward employees
- Provide daily direction and communication so customer service calls, chats, and emails are answered in a timely, efficient, and knowledgeable manner
- Ensure quality, customer satisfaction, productivity, and service-level targets are achieved
- Utilize workforce management and agent scheduling; monitor real-time schedule adherence and maintain attendance records
- Review and grade calls, chats, and emails for quality management; provide continuous feedback and address knowledge gaps
- Plan daily and weekly workloads to support business priorities and personal goals
- Coach and review staff performance and provide additional training as needed
- Ensure employees have appropriate training and resources
- Identify trends and escalate issues to the manager to enhance customer experience, minimize corporate risk, and share best practices
- Participate in interviews for future customer service representatives
- Handle escalations as needed
- Communicate department or employee concerns upward using appropriate judgment
- Perform other duties as assigned
Requirements
What you’ll need- Bachelor’s Degree preferred
- 1 Year of Liaison Experience preferred
- Previous Lead or Supervisory experience preferred
- Previous admissions experience and/or familiarity with application processes strongly preferred
- Strong interpersonal and communication skills
- Strong organizational skills
- Proactive and continuous improvement attitude
- Problem solving skills
- Ability to creatively problem solve
- Result oriented
- Analytical skills with focus on detail
- Ability to work effectively with different personalities throughout leadership
Benefits
Comp & perks- No benefits, perks, or compensation extras are specified in the posting