Zovio Careers

Job Information

Zovio Contact Center Operations Analyst II in United States

At Zovio, we’re doing something different, and we want you to be a part of it. To put it simply, we’re all here to meet the needs of today’s learners. Whether that’s by helping them get a college degree or by providing them specific, focused training, we’re all about making it possible for people to achieve their aspirations and dreams. We partner with higher education institutions and employers to make that happen.

With our mission to innovate and take bold steps forward in education as a leading education technology services provider, we are an entrepreneurially-minded organization looking to the future—but with more than a decade of experience and resources backing us up! We have a culture of Passion , Innovation and Teamwork , and are full of ambitious people that, like you, support our commitment to putting people first. If you want to know more about us, be sure to check out Zovio.com.

Job Description:

Job Description:

The Contact Center Operation Coordinator (Analyst ) II supports building and maintaining contact strategies for multiple lines of business. They will help develop, track, and report on the pulse of the business while maintaining process improvement and efficiency. The role will work with each line of business to ensure open communication and

Essential Job Duties:

  • Have an overall understanding of all lines of business and the ability to answer questions from department leadership and serve as a subject-matter expert on contact strategy issues.

  • Identifies and advises management of trends, problems, and issues as well as recommended course of action; informs management of new procedures and ideas for continuous process improvement.

  • Partner with lines of business to build, develop, execute, and analyze contact strategy needs to achieve department SLA’s.

  • Build and maintain dialer and SMS lists for multiple campaigns; build reports and dashboards to analyze campaign results and provide analysis and recommendations to the business

  • Prepare and distribute daily, weekly, monthly, and quarterly reports with analysis, achievement against goal progress, and recommendations for improvement in agent / department service delivery to students.

  • Translate applicable strategic initiatives, contact strategy, and ongoing campaign plans into a detailed and flexible plan of execution.

  • Assist in Level I data entry tasks as needed.

  • Performs other job-related duties as assigned.

  • This position may require working on Saturdays and/or Sundays to support weekend efforts with a scheduled day(s) off during the week; weekly schedules range from 5:00am-8:00pm.

Minimum Requirements:

  • Advanced knowledge in Microsoft Office, specifically Microsoft Excel, Access, and PowerPoint.

  • Experience with data visualization platforms such as Tableau and PowerBI.

  • Experience with high-volume typing or data entry with a low error rate.

  • Minimum typing speed of 45+ words per minute.

  • Technologically savvy to be able to handle multiple programs, such as our standard CRM, CVue, Salesforce, and additional software such as SharePoint/InfoPath.

  • Strong analytical skills to research, compile, and analyze data and reports from numerous sources.

  • Able to handle multiple tasks simultaneously.

  • Good communication skills; both written and verbal.

  • Good customer service skills.

Education:

  • Bachelor’s Degree Preferred.

  • Minimum 60 completed credits.

  • If a degree or education credit minimum is required for the position, all education must be conferred by a regionally accredited or approved nationally accredited institution. All candidates must provide proof of higher education (official transcripts) upon request.

Who you are:

  • You want to share what you know and learn what you don’t

  • You don’t settle for good , you strive for great

  • You crave change, you embrace it

  • You are bold and challenge the traditional way of thinking, bring new ideas to the table

Why Us?

  • We’re an organization changing and shaping the lives of learnings across the country. Whether directly or indirectly, you’ll be helping make a real difference in the world.

  • Our environment and culture encourages collaboration, requires communication and rewards risk-taking.

  • We try hard to provide a good work life balance. We think we’re a great place to work that also allows you to have down time with friends and family.

  • We believe in giving back to the communities in which we live and work. In fact, we offer 16 hours of paid time off for you to volunteer, in addition to your vacation days and company holidays.

  • We want you to live a healthy lifestyle, and offer wellness programs, fitness centers, and onsite health clinics.

  • Zovio is an Equal Opportunity Employer. Diversity of thought, culture, identity, and experience are important for what we’re doing. If everyone here thought alike, we’d never come up with anything new, much less anything bold or innovative. We want you to be your whole self here, and appreciate the unique nature of the people around you, too.

Zovio’s purpose is to help everyone be in a class of their own.

#BringIt

DirectEmployers