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Communications Center Manager (CCM)

Rev. 8/30/2011

Job Title:

Communication Center Manager (CCM)

Wage/Hour Status: Dept./School:

Non Exempt Marketing

Reports to: Chief Communications Officer Position Summary:

CCM will manage the call center daily activities and success. CCM will train, coach, and supervise Communication Center Representatives (CCR). CCM will promote and market Responsive Education Solutions (ResponsiveEd) Schools and Programs. The CCM will generate and distribute sales leads to CCR. The CCM will build positive relationships with various schools, school districts, and community and social groups to create an awareness of ResponsiveEds academic success, brands, and educational programs. Qualifications: Education/Certification Must have a high school diploma or GED. Experience 5+ years of experience making inbound and/or outbound calls in a call center. Prefer Bilingual experience in a call center environment. Required Knowledge, Skills, and Abilities (KSAs)

Must have 5+ years of experience with making sales calls (cold calling). Must have 5+ years of experience scheduling appointments and follow up. Excellent verbal and written communication skills. Ability to communicate with staff and the public. Ability to manage staff and coordinate multiple priorities effectively. Ability to develop and maintain effective working relationships (internally / externally). Ability to travel as necessary.

Preferred KSAs

5+ years of experience maintaining and managing sales and marketing professionals. 5+ years of experience managing inside sales representatives. 5+ years of experience generating and following up on sales leads.

Responsibilities and Duties: Develops a business plan and marketing strategy to increase awareness, enrollment, and student retention. Responsible for the performance and development of the CCRs. Prepares action plans by individuals as well as by team for effective search of sales leads and prospects. Initiates and coordinates development of action plans to penetrate new markets. Assists in the development and implementation of marketing plans as needed. Conducts one-on-one review with all CCRs to build more effective communications, to understand training and development needs, and to provide insight for the improvement of CCRs sales and activity performance.
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Communications Center Manager (CCM)


Rev. 8/30/2011

Provides timely feedback to senior management regarding performance. Maintains accurate records of all activity reports submitted by CCRs. Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team. Recruits, tests, and hires CCRs based on criteria agreed upon by senior management. Perform special projects, during and after normal business hours, and other duties as assigned. Travel as required. Equipment Used: All equipment required to perform jobs duties and task previously described. Physical / Environmental Factors: The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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