In 1945 Goodwill San Antonio’s founding purpose was to fight poverty and create opportunity for adults and youth in our community who were underserved by access to education and employment. Our founding purpose “Fighting Poverty and Creating Opportunity” endures today and now drives our mission of “Helping Changing Lives Through the Power of Work” in a new era of 21st century skills.

Goodwill San Antonio is one of the largest nonprofit organizations in San Antonio, employing more than 1,500 individuals who passionately serve our mission. We live out our purpose by providing our employees and others with the tools to succeed in their personal and professional lives and opportunity for upward economic mobility through education and employment programs. We are able to offer these programs and services through our mission-driven business operations with retail stores and contracts with local businesses to augment their operations.

We are currently seeking a dynamic individual who has a passion for serving others and making a difference.  Working Here Helps Changes Lives.  Join the GoodwillSA team and Apply Today:  WorkforGoodSA.org.

Qualifications

POSITION SUMMARY

This position provides operational support and assistance to call center Operations Manager, Account Manager and/or Program Manager with the coordination of activities of Team Members providing contact/service center support services, via phone, email, social media, text messaging, and chat, to inquiries from a wide spectrum of inquiries related to the Alamo Colleges District student support operations to include Financial Aid, Admissions, Business Offices, and Continuing Education.   This position supports strategic objectives through the sharing best practices, providing performance coaching and presenting quality monitoring feedback.  Team leaders must possess the analytical skillset to retrieve, review and analyze reports in order to support operational and team member decisions.  This position works in a high volume production/quality-based environment serving current, former and perspective students.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Assists with scheduling staff to ensure adequate coverage of all customer service channels to include inbound and outbound phones, email, Chat, social media, and other assigned channels.  
2. Supports contact center leadership in communicating updates with respect to Alamo Colleges District programs and other anticipated/unanticipated events.
3. Helps monitor productivity of assigned team members and provides training/retraining as necessary.
4. Under the guidance of a manager, executes action plans formulated through comprehensive reviews of call, email, social and webchats.
5. Monitors assigned team members’ customer contacts to identify and act on both positive and negative performance trends to ensure attainment of contractual obligations and performance targets.
6. Supports operational decisions by leveraging available technology to produce and analyze reports.
7. Answers questions, recommends and implements corrective procedures to address and proactively reduce customer complaints.
8. Provides communication and follow up to ensure Team Members are fully informed of all new information related to products, procedures, customer needs and Agency related issues, changes or actions.
9. Serves as a point of reference for escalated matters requiring higher-level customer/student support.
10. Utilizes available tools provided to run performance reports at the team member level, and develops coaching & quality. 
11. Conducts performance evaluations and provides feedback to team members.

REQUIREMENTS

1. Must be a U.S. citizen and successfully pass background check (upon hiring and periodic).
2. High School Diploma required; Associates Degree in Business Management or related field strongly preferred.  Equivalent combination of education, experience and/or military training may be substituted for educational requirement.
3. 3 years’ experience supervising production teams in customer service/call center environment.
4. Strong understanding of business intelligence systems and methods to support analytical requirements. 
5. Knowledge of BANNER student information system strongly desired. 
6. Proven experience providing student support services in the higher education setting strongly preferred.
7. Must be able to meet the physical requirements of the position.
8. For positions that require driving, must maintain a valid driver’s license and automobile insurance coverage, and be able to travel as needed if you drive your vehicle during company business.

To learn more about Goodwill San Antonio and to view available positions visit: www.goodwillsa.org.

Equal Opportunity Employer/Veterans/Disabled