Operations Supervisor - Overnights

Blackboard Student Success United States


Operations Supervisor

Remote – US



The Opportunity:
We’re looking for an Operations Supervisor to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.



At Blackboard, we believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices, but who we are as a company.



For more information about Blackboard and our career opportunities, please visit www.blackboard.com.  


The Blackboard Operations Team is focused on managing a specifically assigned team of Operations Center Advisors to ensure they meet defined performance objectives. This position supports the continuous improvement of key performance indicators.



A successful candidate will update and alert management to significant trends, financial and performance metrics, and employee relations issues. The Supervisor is the primary contact for their assigned employee teams for all employment related concerns, including but not limited to performance management, payroll and scheduling adherence, client escalations and second level concerns, quality assurance, and employee inquires.



Primary responsibilities will include:

  • Directly supervising team of operations center advisors. Carrying out supervisory responsibilities in accordance with company policies and applicable laws
  • Monitoring individual and team results to identify and act on both positive and negative performance trends to ensure revenue goals and performance targets are met
  • Implementing and ensuring defined work processes and procedures are followed by their assigned employee teams
  • Monitoring employee productivity and providing direction and communication to ensure customer calls are answered in a timely, efficient, and knowledgeable manner
  • Addressing performance problems in accordance with company policy. Preparing warnings and communicating effectively with employees to follow up on employee performance
  • Monitoring customer calls to observe employee demeanor, technical accuracy, and conformity to company policies
  • Communicating and following up to ensure advisors are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions
  • Working as member/leader of projects that directly contribute to organizational success
  • Being available for employees that experience workplace problems by providing appropriate coaching, counseling, direction, and resolution
  • Projecting favorable image of the company to promote its objectives and goals as well as enhance customer relationships



The Candidate:

Required skills/qualifications:

  • High school diploma or equivalent combination of education and experience
  • Strong oral and written communication skills
  • Moderate computer skills, especially with Microsoft office
  • Ability to adapt to change
  • Ability to thrive in a fast-paced, results-oriented, collaborative environment



Preferred skills/qualifications: 

  • Bachelor’s degree (or a combination of post-secondary education and at least four years of Operations Center management experience)
  • Minimum of three years Contact Center experience
  • Previous leadership experience, with preference given to candidates with previous call center leadership experience



This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.   



Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.  



This position is not available for candidates residing in the following states: CO, CA, MA, HI, AK




Req ID: 562