• Supervisor, Chat Services

    Location US-IL-Downers Grove
    Job ID
    2018-104366
    Institution
    Adtalem Shared Operations
    Department
    Admissions
    Employment Type
    Regular Full-Time
    FLSA Status
    Exempt
  • Opportunity at a Glance

    This role is responsible for consistent coaching, feedback and live monitoring of online chats and chat advisors to ensure that accurate information, timely responses and customer focus are exemplified. Assist with various types of chats escalations and issues as needed to meet department service levels. Represent and apply a professional and customer focused image for all internal and external customers. The role will partner with manager, client partners and other business units to align strategically in order to maintain service levels and update processes as required.The TL will carry out supervisory responsibilities which include the following: planning, assigning and directing work of subordinates; appraising their performance, rewarding and disciplining employees; addressing complaints and resolving problems.

    Responsibilities

    • Monitoring chats live for all chat level advisors and provide on the spot coaching and feedback. Utilize spot checking and survey results to provide immediate feedback and quick coaching improvement to maintain SLA’s. This supervision of personnel, which includes work allocation, training and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance
    • Conduct 1x1’s, IDP review and development meetings, daily check in’s and leads team meetings to provide updates as necessary. Ensure we are living our TEACH values and driving excellence. Recognize and celebrate team and team member accomplishments and exceptional performance. Handle escalations from chat advisors and client partners (Routing issues/threats/unhappy visitor that requests additional support).
    • Transcript Review calibrations with marketing, QA and manager evaluating chat transcripts from level 1-3 chat advisors providing coaching feedback (Screens chats to ensure quality, customer service, and adherence to the policies and procedures of the organization). Updates and monitors quotas for service volume, timeliness and CSAT results. This position assists in creation and updating operational policies and procedures to determine most efficient utilization of support teams.
    • Collaborates with marketing and our communications vendor to do deep dives on trends and analyzes results. Results render training opportunities to create better experience for all visitors and renders additional actionable chat opportunities. Partners with our IT team and reporting teams to ensure proper routing and effectiveness of how our processes impact the student experience and how our technology supports our efforts.
    • Provides new hire training and team refresher trainings as necessary. Review weekly team chat reviews initiated by QA, to ensure best practices and to reinforce the SURA-V strategy and necessity. Strategize with manager and ADAMs team on training schedules and certification practices.
    • Assist manager with strategic planning of training and staffing levels. Establish and implement short and long range organizational goals, objectives, policies and operating procedures; monitors and evaluates program effectiveness, and recommends and implements changes required for improvement.
    • Completes other duties as assigned.

    Qualifications

    We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.

     

    • Bachelors Degree
    • Ready Now ADA or Advocate track participant preferred
    • Minimum 9 months with DOS Chat Advising team
    • Min 2-3 years Admissions and/or student services experience
    • Familiarity with University Catalog
    • Communication and teambuilding skills
    • Ability to be flexible and adapt to change quickly

     

    Who We Are

    The purpose of Adtalem Global Education is to empower students to achieve their goals, find success, and make inspiring contributions to our global community. Adtalem Global Education Inc. (NYSE: ATGE; member S&P MidCap 400 Index) is a leading global education provider and the parent organization of Adtalem Educacional do Brasil, American University of the Caribbean School of Medicine, Becker Professional Education, Carrington College, Chamberlain University, DeVry University and its Keller Graduate School of Management, Ross University School of Medicine and Ross University School of Veterinary Medicine. For more information, please visit adtalem.com.

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