• Aurora Functional Manager - Contact Center

    Job Locations US-CO-Aurora
    Posted Date 1 month ago(9/3/2019 5:01 PM)
    Job ID
    # of Openings
  • Overview

    Develop and lead multiple teams of associates in a contact center as well as oversee the core processes associated to those teams. Leader will be expected to interact with internal management and external clients regarding the interactions of their respective teams. Leader should possess and demonstrate strategic thinking capabilities, create and manage to a budget, and display fiscally responsible decision making capabilities. Leader should have the ability and comfort to assist in the sales process of the contact center and its capabilities. Leader must be self-motivated and able to work both individually and in a team environment. Leader should be able to understand and articulate the key metrics, goals, and any obstacles that drive/impact the contact center on a daily basis. Knowledge of contact center rules and regulations is helpful but not required. Leader will actively participate as a contributing member to the growth of Nelnet.


    1. Contribute to Continuous Process Improvement.
    2. Support Nelnet’s vision, core values and mission.
    3. Establish process and departmental goals.
    4. Provide measurable and achievable results.
    5. Cultivate, hire and develop talent.
    6. Provide feedback and coaching.
    7. Coordinate staff activities to meet production goal. Forecast and adjust staffing to ensure goals are met.
    8. Prepare & present periodic and management reports.
    9. Ensure appropriate levels of Quality Controls are impacted for all processes.
    10. Manage customer expectations.
    11. Lead a distributed work force and achieve departmental goals while meeting deadlines.
    12. Monitor the budget.
    13. Write/deliver performance evaluations and corrective action plans.
    14. Foster an innovative environment.
    15. Ensure compliance with federal and guarantor regulations.



    Bachelor’s degree or commensurate experience



    1. 4 - 6 years of contact center management/supervisory or commensurate experience.
    2. Business process outsourcing and project management experience preferred.



    1. Customer focused
    2. Excellent analytical, leadership, and problem solving skills
    3. Strong communication, presentation, and negotiation skills
    4. Ability to manage and meet client expectations in a professional and timely manner, while managing conflicting priorities to meet deadlines
    5. Ability to manage a diverse, distributed workforce
    6. Microsoft Office Suite or similar software product expertise required
    7. Oral communications
    8. Written communications
    9. Service Excellence
    10. Working with MS Office
    11. Decision Making and Critical Thinking
    12. Interpersonal Relationships
    13. Leadership
    14. Project Management
    15. Team Management and Team Building
    16. Planning: Tactical, Strategic
    17. Managing Workforce Diversity
    18. Budgeting
    19. Problem Solving

    EEO Statement

    Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Talent Acquisition & Recruiting.

    Nelnet is a drug free and tobacco free workplace.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed