In this role, you’ll lead a high-performing support team that ensures students, faculty, and staff receive timely, effective technical assistance across our partner institutions. 

This role exists to oversee daily call center operations, drive team performance, and enhance service delivery by coaching agents, improving processes, and ensuring service level expectations are consistently met—ultimately supporting a seamless support experience for our partners and their users.

What You’ll Do:

• Lead and mentor a team of call center agents, providing ongoing coaching, performance feedback, and development support 
• Foster a culture of accountability, professionalism, and continuous improvement across the team 
• Monitor and manage key performance metrics (e.g., speed to answer, resolution rates, customer satisfaction) 
• Oversee scheduling and staffing to ensure proper coverage during peak and off-peak hours 
• Handle escalated customer issues, ensuring timely resolution and a positive experience 
• Partner with leadership and other supervisors to improve processes, procedures, and service delivery 
• Conduct regular 1:1 meetings, performance reviews, and quality assurance evaluations 
• Generate and analyze performance reports, identifying trends and recommending improvements 
• Maintain a strong understanding of partner environments, systems, and processes to support agents and escalations 
• Lead and support training initiatives for new and existing agents 
• Ensure adherence to information security policies and report any concerns 
• Oversee call center technology and identify opportunities to improve efficiency and service outcomes 

What You'll Bring: Experience & Skills

• 2–5 years of experience in a call center environment, with at least 2 years in a supervisory role 
• Strong leadership and team management skills 
• Excellent communication and interpersonal abilities 
• Ability to thrive in a fast-paced, changing environment 
• Experience with call center systems and CRM tools 
• Strong analytical, problem-solving, and decision-making skills 
• Ability to analyze data and generate actionable insights 
• Strong organizational and time management skills 
• Proven track record of delivering excellent customer service 
• General knowledge of the higher education industry preferred 
• Technical troubleshooting experience and strong comfort with technology

 Education & Certifications:

• Bachelor’s degree in Information Technology, Business, or a related field preferred 
• Relevant industry certifications are a plus 

Work Environment & Schedule: 

Collegis employs team members across the country in a flexible, distributed workforce. Depending on location, this role may be remote or hybrid. Candidates within 60 miles of our Oak Brook, IL office will follow a hybrid schedule (2–3 days onsite per week), while those outside this radius may work fully remotely. Specific expectations will be discussed during the interview process.

Who We Are: 

Collegis Education partners with higher education institutions to deliver technology, marketing, and enrollment solutions that support the full student lifecycle. Our teams work across institutions to improve operations, enhance the student experience, and drive meaningful outcomes for both students and our partners. 

Beware of Scams: All communications regarding Collegis Education job postings will come from @mail.paylocity.com, @collegiseducation.com, or through LinkedIn. 

Collegis Education is committed to providing equal access to employment and opportunities without regard to race, color, religion, national origin, sex, age, marital status, disability, veteran status, sexual orientation, or other protected characteristics.