Manager, Accommodations

Job Locations US-IA-Iowa City
Posted Date 1 month ago(1/9/2018 11:20 AM)
Job ID
2018-1135
# of Openings
1
Category
Business Operations
Travel
No Travel Required

Overview

ACT is a nonprofit organization helping people achieve educational and workplace success.  Our programs are designed to boost lifelong learning in schools and workplaces around the world. Whether it's guiding students along their learning paths, enabling companies to develop their workforce, fostering parent, teacher, and counselor understanding of student progress, guiding job seekers toward career success, or informing policymakers about education and workforce issues. ACT is passionate about making a difference in all we do.

 

Learn more about working at ACT at act.org!

Responsibilities

The Manager leads the team responsible for providing customer and operational support to examinees testing with accommodations and English learner supports. This includes support for the work, goal setting, giving feedback, coaching and training, and working with team members to identify and fulfill development opportunities.

 

Typical work-related activities include:

  • Plan and coordinate operational activities including order processing, telephone and email communications and systems support.
  • Manage and monitor the workloads to ensure that schedules, service levels and deadlines are met.
  • Manage the workflow so that it is efficient, evenly distributed and effective.
  • Plan and implement initial, on-going, and cross training and designate work assignments.
  • Develop, monitor and provide reports on metrics and service level agreements for phone, email, chat and processing work.
  • Overall management of contingent employee requests.
  • Escalation point of contact for communications with examinees, parents, counselors (and other school personnel) regarding policies, procedures and decisions.
  • Keep Accommodations leaders informed and work with leaders and team members in other departments to coordinate uniform application of policies, procedures and processing/delivery schedules.
  • Oversee the development and maintenance of documented procedures for all

Qualifications

 

EDUCATION:

  • Bachelor’s degree in a related area required; preferably in business or education
  • Or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.

 

EXPERIENCE

  • A minimum of 3 years of related experience that includes previous experience and demonstrated success leading, managing and building teams.
  • Direct experience with call center/customer support highly desired.
  • Experience using Salesforce or other CRM desired.

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Strong communication and interpersonal skills
  • Ability to summarize information and present effective content to different audiences
  • Proven ability to simultaneously manage and prioritize multiple complex projects and associated details
  • Strong organizational and problem solving skills
  • Ability to work collaboratively within team and with cross functional teams
  • Proven ability to establish project goals
  • Ability to execute under accelerated timeframes

 

 

COMPENSATION:

Starting salary commensurate with qualifications. Excellent benefits and work environment.

 

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