Building thriving communities through smart implementation of public education programs
At MetrixIQ, we bring people, process, and technology together to deliver successful program operations. We have a proven track record of delivering value-driven fiscal solutions to early childhood education (ECE) programs at the state and municipal levels across the country. Since 2009, we have distributed over $700 million in public funding to ECE providers and families.
We are a small, passionate team with a mission-driven backbone. We hold three values at the core of how we work together: respect, accountability, and outcomes. We are committed to implementing policies and practices that leave a long-lasting impact in our communities and we embrace diverse perspectives and backgrounds within our team. Our clients value what we do and trust us to implement equitable solutions because we firmly believe the best success stories are when many voices are represented at the table.
MetrixIQ is expanding to operate and manage a contact center supporting Colorado’s Universal Preschool program UPK Colorado’s Universal Preschool program is an exciting initiative led by the Colorado Department of Early Childhood (CDEC) that helps to ensure every child in the year before they are eligible for kindergarten is eligible for half-day (15-hours) of state-funded, voluntary preschool. Our call center will support parents and providers through the matching process.
What we’re looking for:
We are looking for a Contact Center Operations Manager that will implement and lead all operations for the 6-10 person omnichannel contact center. The manager will oversee the contact center’s daily operations, design and implement program policies, and lead a customer-focused team focused on helping Colorado families and child care providers seamlessly access Colorado Universal Preschool funding.
We are looking for a candidate who is:
· Proactive – You are a self-starter. You take pride in noticing potential problems and find solutions to ensure minimal disruptions to operations.
· Relationship Builder – Your employees and stakeholders always feel supported and valued under your leadership. You enjoy cultivating teamwork and collaboration amongst a brand-new team.
· Adaptable – You are flexible to fluctuating program and client needs. You thrive in a fast-paced environment where you have multiple responsibilities.
· Creative Problem solver – You has a proven track record of critical thinking and are enthusiastic about implementing the latest contact center infrastructure from the ground up with.
Responsibilities:
Reporting directly to the Senior Director of Program Operations, you'll lead a dedicated team of approximately 6-10 full-time employees, ensuring the smooth functioning of our multichannel contact center. From process development to performance management, you'll oversee every aspect of contact center activities, setting and maintaining high standards for service quality and efficiency. With your expertise, you'll establish key performance metrics, implement best practices, and develop training programs to support our team in delivering exceptional customer experiences for Colorado families and child care providers.
Core duties will include:
- Oversee and manage daily operations of the organization's contact center.
- Contribute to an inclusive team culture, which empowers team members to do their best work.
- Implement policies, objectives, and initiatives to ensure efficient customer service operations.
- Analyze processes and develop key performance criteria and standards to monitor and manage agents' performance.
- Establish operational targets, best practices, and training programs to support service, quality, and efficiency standards. Lead the development and administration of our customer service technology solution(s) – including adaptation to program changes and client needs.
- Develop comprehensive Standard Operations Procedures (SOP’s) for every aspect of contact center operations.
- Understand and provide subject matter expertise across the company for the latest contact center trends and technologies to enhance the customer experience and drive efficiency. Develop collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results.
Requirements:
- Bachelor's degree in a relevant field.
- Minimum of 5 years of experience in a technology-driven contact center environment or customer success role
- 1-3 years of experience managing people in a contact center environment.
- Extensive knowledge of contact center functions and department processes.
- Experience using and developing help desk software – we use Zendesk, but experience with other platforms is also valuable.
- Extensive knowledge of contact center scheduling and technologies.
- Strong leadership and management skills.
- Excellent analytical and problem-solving abilities.
- Effective communication and interpersonal skills.
- Contact center data analysis and volume management strategies.
- Ability to work well under pressure and meet deadlines.
- Flexibility to adapt to changing priorities and requirements.
Bonus points for the following experiences or skills, but these are not required!
· Experience or interest in child care and early childhood education
· Experience using SugarCRM or Salesforce
· Bilingual in Spanish
Why Join Us?
MetrixIQ offers a tight-knit and supportive working environment with frequent opportunities to collaborate and learn from your teammates. We take the time to get to know each other and have fun, while also working hard individually and as a team. We have a mission-driven backbone and take great pride in the fact that our work has a direct benefit to the communities we serve.
We offer a competitive benefits package including paid time off, affordable health, dental, and vision insurance options, short- and long-term disability insurance, annual cultural stipend, 401(k) match, public transit allowance, and more.
MetrixIQ offers a hybrid work schedule depending on client and project requirements – staff may work a mixed schedule of in-office and remote days. In-office days are scheduled to encourage team collaboration and cohesiveness. We understand the need for flexibility and work to accommodate individual team members’ needs.
Annual Salary: $75-95,000 annual salary plus incentive bonus, equity and comprehensive benefits package.
Job Type: Full-time
Pay: $75,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- call center management: 1 year (Required)
Ability to Commute:
- Denver, CO 80205 (Required)
Ability to Relocate:
- Denver, CO 80205: Relocate before starting work (Required)
Work Location: Hybrid remote in Denver, CO 80205