Customer Support Call Center Operations Specialist

Customer Support Call Center Operations Specialist Do you want to drive innovation in education? At Cengage Group, we're leveraging technology to shape a future where every learner has the tools and confidence to succeed. Join our team to help transform learning and create groundbreaking work alongside top talents. With strong support from a united team, the possibilities for what you can envision and implement are limitless. Is Cengage the right place for you? As an expanding and profitable segment within Cengage, ed2go empowers millions of adult learners to enhance their skills, obtain employment, and build fulfilling careers. Partnering with over 2,000 academic institutions and an increasing range of corporate clients, we consistently grow our offerings year after year. This position underscores our growth and the need for a seasoned call center leader committed to delivering exceptional customer support experiences that are sustainable for the future. ed2go features an extensive catalog of more than 1,000 online courses across various topics and industries, serving Continuing Education Departments at US Colleges and Universities. These non-degree programs enable academic partners to equip individuals with necessary skills to re-enter the workforce, change careers, and increase their earning potential. Our thriving culture is vital to our success; we understand that fostering an inclusive workplace is crucial for the company, our learners, and the well-being of each employee. We value diverse perspectives and strive to empower all team members to express their ideas and authentic selves. This is achieved through our comprehensive programs, benefits, and initiatives. Are you the right fit for our team? The ed2go Student Services team provides support to over 130,000 online learners annually across the United States and Canada. The role of Call Center Operations Specialist is vital for developing a high-performing, data-driven customer support team. This position involves analyzing customer support web cases, trends in call volume, and recorded phone interactions to establish performance benchmarks, identify process gaps, and generate insights that enhance frontline quality and coaching. You will collaborate closely with supervisors, managers, and service leadership to drive continuous improvement and foster a world-class customer service experience. Your Responsibilities: Performance & Data Analysis: Monitor and analyze customer support performance metrics such as case data, contact volumes, queue performance, resolution rates, and quality scores to identify patterns and areas for enhancement. Develop and maintain dashboards, reports, and standardized review processes for support metrics, translating insights into actionable recommendations. Conduct root-cause analyses to reveal trends, performance gaps, escalations, and operational inefficiencies. Propose improvements to call handling, case management, and customer communication based on analytical findings. Quality & Coaching Support: Collaborate with supervisors and trainers to evaluate agent performance using our Support Excellence quality frameworks and rubrics. Review recorded calls and digital interactions to assess quality, resolution effectiveness, adherence to processes and policies, and customer sentiment. Provide actionable insights that inform coaching plans, training possibilities, and performance interventions. Design calibration and norming sessions to ensure consistent evaluation of support interactions and documentation. Operational Excellence & Continuous Improvement: Identify and recommend improvements for process optimization; streamline workflows, decrease contact drivers, and enhance the overall customer experience. Partner with leadership to design and implement enhancements that promote efficiency and scalability. Standardize and document routing, escalation paths, and quality assurance processes. Track the impact of changes and measure results against existing performance baselines. Reporting & Leadership Support: Prepare regular summaries, insights, and recommendations for supervisors, managers, and leadership teams. Provide data-driven guidance to support strategic planning and enhance the overall customer service model. Communicate analysis clearly and concisely to various stakeholders. Support analytical needs for new initiatives, technology implementations, and opportunities for self-service and automation. Essential Skills: Analytical Thinking: Proficient in transforming data into valuable insights that inspire meaningful change. Collaboration: Effective in working with frontline leaders and cross-functional teams. Communication: Clear and concise, capable of simplifying complex concepts for diverse audiences. Customer-Centric Mindset: Committed to improving the customer experience. Continuous Improvement: Proactively identifies areas for improvement and follows through with implementation. Qualifications & Experience: Bachelor's degree in Business, Analytics, Operations, or a related field (or equivalent experience). 2-4 years of experience in call center operations, customer support analytics, or quality assurance. Strong analytical skills with the ability to interpret complex datasets and derive actionable recommendations. Familiarity with customer support systems (e.g., Salesforce Service Cloud), phone systems (e.g., Vonage), and analytics tools (e.g., PowerBI). Experience in customer support quality assurance and performance management. Familiarity with forecasting and queue optimization principles. Understanding of contact center KPIs and customer experience metrics. Excellent verbal and written communication skills. Meticulous attention to detail and dedication to accuracy. Compensation: Cengage Group offers a comprehensive and attractive Total Rewards package designed to support and empower our employees. The full base pay range for this position is highlighted, and individual base pay may vary based on schedule, qualifications, experience, internal equity, and geographic location. Roles may also involve a significant incentive compensation program that complements the base pay. This position qualifies for the company's discretionary incentive bonus program, with target amounts depending on individual performance and overall company results. $58,300.00 - $75,750.00 USD Cengage, a global leader in educational technology, empowers learners, educators, and institutions across over 100 countries. Our products serve nearly 16 million digital users in Higher Education, School, Work, and English Language Learning sectors, creating a learning ecosystem that links education to employment. We combine trusted content, AI-driven insights, and scalable digital platforms to facilitate impactful learning outcomes at every educational stage. Warning: Be vigilant against recruitment scams that target candidates with false job offers on behalf of Cengage Group to collect personal information. Cengage will always conduct interviews through live in-person meetings, phone calls, and video conferences prior to extending any job offers. Ensure all communication originates from an @cengage.com email address.

Created: 2026-03-31