Southern New Hampshire University Looking for Inquiry Response Team Lead Full Time

Job Number: R0011300

We are one growing team with one powerful goal – and as a global leader in education, we
strive for a workforce that reflects the individual differences of our learning community. We believe that our employees can be their best
selves when they can be their true selves. That is why we’re committed to cultivating and preserving a culture of inclusion in which all our
employees feel welcomed, valued and empowered. Together, we will shape the future of education by transforming lives beginning with
yours.

Our Workforce Is Expanding Beyond New Hampshire!

We have remote work opportunities available in the following states:
Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Massachusetts,
Michigan, Mississippi, Missouri, Nebraska, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota,
Tennessee, Texas, Utah, Vermont, Virginia, West Virginia and Wyoming.

The Opportunity

The Inquiry Response Team Lead is
a remote position (#LI-Remote) that reports to our Assistant Vice President of Customer Success. You will ensure that inquiry response
agents are delivering exceptional service following SNHU’s Brand Values. Primary responsibilities include: quality assurance, coaching, and
driving performance with direct reports.

In this Role You’ll Get To:

• Hire and train new agents to meet our
  needs.
• Provide coaching and assistance to staff on an ongoing basis.
• Prepare inquiry response center performance reports by
  analyzing data and trends.
• Oversee and ensure conflict resolution between associates and customers.
• Ensure that all
  employees follow our best practices for inquiry response center management and operations.
• Work with the Assistant Vice President of
  Customer Success to maintain inquiry response center operations by overseeing system performance, resolving problems, preparing and
  completing action plans, completing system audits and analyses, managing system and process improvement, and quality assurance
  programs.
• Motivate and educate your staff, work with them to ensure they embrace SNHU mission, vision, and
  culture.
• Communicate our goals to associates so every employee understands their role.
• Maintain technical knowledge by
  tracking new trends in inquiry response center operations management, attend educational workshops, review publications, establish personal
  networks, benchmark practices, participate in professional societies.
• Accomplish organization goals by accepting ownership for
  undertaking new requests, explore opportunities to contribute to job accomplishments.
• Commencement and commencement related
  activities may be required.
• Other responsibilities as assigned. Job responsibilities can change at any time, with or without
  notice.

What we’re Looking For:

• 2 years of relevant experience in customer service, sales, call centers, or
  leading a team toward goal achievement
• Associate degree
• Familiarity with telemarketing software systems (Five9
  preferred)
• Experience providing feedback and assessing performance.
• Advanced conflict resolution skills.
• Strong
  leadership and ability to improve performance

Thinking about the job, but not sure you should apply? We still want to hear from
you.

We recognize that not everyone enters the world of work with the same advantage, opportunity, and privilege. This is why your
skills and experiences are important to us. Take the leap and apply, you just might be the person we are looking for!

Are
Benefits Important to You?

We offer exceptional benefits, many available starting on the first day of employment:

Anthem BlueCross affordable, low-deductible Medical insurance available on day one

Low to no-cost Dental,
Vision and Life Insurance options

5 weeks of Paid Time Off that starts accruing on day one & Paid Holidays

A
Retirement Plan with a 9% Employer Funded annual contribution

Tuition Benefits with family offerings

Who Are We?

SNHU employees are a team in every sense. Separately, we understand that each individual brings unique
experiences, perspectives and ideas to create a vibrant work environment. Together we share common values of honesty, acceptance and
accountability working as a unified force toward a common goal: to transform the lives of learners. By joining our team, you join us in our
vision. Together, we’ll shape the future of education by transforming lives-beginning with yours.

We are committed to equal
employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital
status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Remote work disclaimer

Please note that this is a remote eligible position. At SNHU, we ask that our remote employees have
access to a reliable internet connection and a dedicated, properly equipped workspace at a fixed location within the United States (in one
of the approved states as reflected above) that is free of distractions and dependencies.

Please note that a background check is
required for employment.