Contact center manager Jobs in Kelowna, BC

Job Description

Job Description

GENERAL SUMMARY

The Center Director is responsible for managing the overall customer experience, sales, and local marketing strategies of the Center to achieve performance goals and grow the Center.  The Center Director is also responsible for managing the day-to-day Center operations to ensure a consistent, quality educational experience for Sylvan customers while managing costs.  He / she ensures that policies and procedures are executed according to Sylvan standards.  The Director manages and coaches Center staff and serves as the principle point of contact for the Franchisee.

ESSENTIAL JOB FUNCTIONS

• Ensures timely and high quality personal customer service response to all calls and walk-in inquiries; Ensures calls get answered during business hours
• Manages the day-to-day operation of the Center
• Meets sales and expense financial targets
• Monitors and tracks Center performance, Profit and Loss controls, revenues, expenses, and fee collection; Recommends and implements interventions to improve performance
• Selects, develops, motivates, and monitors Center staff; Conducts regular performance reviews
• Reviews all corporate communication and ensures communications flow to the Center’s staff
• Supports Director of Education with ensuring good instructional management
• Confers with customers at each stage of the customer lifecycle; Directs the sales and service process throughout the customer lifecycle to keep customers enrolled
• Promotes financing options that meet the customer’s needs and manages the  application / closing process
• Manages marketing and sales activities to drive new enrollments
• Establishes and maintains collaborative relationships with teachers, educational specialists and other school administrators and parent / teacher organizations
• Conducts school visits to establish and maintain relationships with school personnel for partnership and marketing purposes
• Ensures the professional appearance of the Center according to Sylvan standards
• Ensures adherence to established Sylvan operating standards with particular attention to student safety and well-being

KNOWLEDGE REQUIRED

SKILLS AND ABILITIES REQUIRED

The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be a complete list of all job responsibilities or skills, knowledge and abilities required.