Lead - Student Service Operations

The Student Services Operations Lead will manage the daily operations and workflow of the Customer Care Team. Leads are responsible for monitoring Customer Care team representatives' work schedule compliance and adherence to improve each skill level's performance for multiple channels, including phone, email, chat, and SMS using a Workforce Management application. They support representatives with questions and help them navigate processes and procedures. As content experts, Leads identify and document student trends providing recommended solutions and enhancements to leadership to improve the student experience. Leads also oversee system outages and administrate the Global Escalation Process utilizing the Service Now ticketing system and NOC on-call process for quick resolution. In addition, they support the leadership team in driving the overall function of the Customer Care Operations team and assist with assigned tasks and projects.
Responsibilities

• Manage the Customer Care Team's daily operations, workflow, and performance, ensuring representatives and collective skill groups meet and exceed student satisfaction.
• Manage and address CCT representatives' work schedule compliance and adherence to improve skill level performance and maintain service level agreements (SLAs) using the Workforce Management application.
• Oversee CCT workforce management schedules, making same-day adjustments and reskilling representatives into proper work groups as schedules dictate.
• Identify and monitor system outages for students and staff and administer Helpdesk tickets and the Global Escalation process, including notifying the Network Operations Center (NOC), communicating to Tier 2 and other impacted departments, reporting on impact and root cause analysis and setting up WHAM, IVR, and Portal messages.
• Identify gaps in the process, recommend improvements, create and update process documentation, and reinforce training content.
• Manage Customer Care Salesforce queue volume, delegating cases across all content areas to designated CCT representatives for efficient and thorough responses to students within SLA.
• CCT Operations liaison representing peers as change champion participating as tester/user for application upgrades and new technologies.
• Support the Student Services Operation Manager, team members, and broader Customer Care Team functions through tasks, projects, and administrative support, ensuring the highest level of excellence in CCT.
• Facilitate monthly professional development meetings with peers including choosing appropriate topics, creating the agenda, and sharing any identified pre-work and reading.
• Identify student trends reviewing qualitative and quantitative data to provide recommended solutions and improvements to leadership.
• Assist department with university initiatives and committees, driving support, execution, and adoption to improve service levels across the organization.
• Demonstrate a high level of Walden and Program policy knowledge, leveraging this knowledge to provide support and relevant resources for CCT representatives and students.
• Ensure compliance with existing University and federal policies and procedures assisting with developing, documenting, and promoting new policies and procedures.
• Work collaboratively with CCT Managers to onboard new CCT Representatives including creation of Service Now tickets and resolution of access issues.
• Performs other duties as assigned
• Complies with all policies and standards

• Bachelor's Degree Required. Master's Degree Preferred
• 4+ years experience working in a service-oriented environment, technical support, or related field required.
• Experience in data analysis, leading to improved business processes and efficiencies preferred.
• Supervisory experience preferred
• Effective ability to work with online learning technology and student platforms.
• Excellent problem-solving abilities and effective follow-through in providing solutions to routine questions and problems. This includes being organized and working with people to solve problems effectively.
• Thrive in Change Management environments.
• Strong problem-solving and time-management skills.
• Ability to drive performance.
• Excellent verbal and written communication skills are required.
• Strong coaching and people leadership skills.
• Working knowledge of Microsoft Office Suite.
• Proficient computer and technical support skills
• Ability to successfully resolve customer care team representative issues from request through resolution.
• Skilled at collaborating and building rapport with service-oriented, technical, and operational teams and stakeholders.
• Effectively work with multiple databases and student platforms.
• Self-starter and able to work in a self-directed role.
• Creative, innovative, and able to work independently and in a team environment.
• Ability to adapt to new and rapidly changing situations.
• Experience in collecting and handling sensitive information in the strictest confidence.