Job Summary

The Online Teaching Center Manager is responsible for leadership and oversight of the Online Teaching Center (OTC) at the Provo Missionary Training Center. The incumbent manages the operations related to online teaching within the Online Teaching Center. The primary function will be to support the initiatives and objectives coming from the Missionary Department at Church Headquarters. This position focuses on identifying and implementing operational processes that allow for testing of new marketing initiatives and overall improvement of missionary teaching interactions online. As the missionary program’s broader online engagement presence grows, this position will oversee key elements needed to support a healthy and effective expansion.

Essential Functions

Responsible for operational effectiveness of online teaching within the OTC

Monitors and reports on performance against standard metrics

Develops operational processes to improve performance and audience satisfaction

Establishes and implements quality control processes

Gathers agent and audience feedback and makes plans and implements feedback

Develops and meets online teaching center performance goals

Continuously reviews current methodologies and explores new techniques and methods for better training

Oversees online teaching operational logistics

Sets effective processes for supporting referral operations

Ensures staffing levels effectively meet demand through volume forecasting and scheduling

Evaluates online teaching operational, data, and industry trends

Evaluates online teaching key performance metrics

Oversees online teaching operational training

Oversees ongoing online teaching systems training at the Provo MTC and online teaching centers

Provides training and feedback to OTC staff

Oversees training and implementation of new tools

Assists in the coordination of referral management issues and pilots with Church departments, areas, and missions

Oversees technical support and training of all church missions and area offices using referral management applications/systems

Evaluates core problems missionaries have sending and receiving referrals.

Oversee the effective implementation and reporting of “pilots” leveraging OTC staff

Effectively manage up and communicate the OTC value proposition with other Church departments, areas, and missions

Manages part-time online teaching operations center employees

Oversees the hiring, interviewing, scheduling, and training of all OTC employees

Ensures that MTC/BYU employment policies are followed and administers correction/discipline as needed

Conducts regular performance reviews and provides staff opportunities to account for their work and assigned metrics

Provide quality talent development to the team and strengthen the overall department

Manage Budget

Serves as the budget steward for the annual Online Teaching Operations Center budget (approximately $750,000)

Optimize the team structure against budget to ensure the highest level of execution and performance

Education/Experience

Minimum education/experience required:

Bachelor’s Degree plus 3 years of work experience in an operations leadership or training role in a call center or inside sales environment OR equivalent combination of both education and experience.

Preferred:

Master’s degree in related business field

4+ years call center or inside sales experience

Returned missionary for the Church of Jesus Christ of Latter-day Saints

Skills, abilities, knowledge, licenses, certifications (please indicate whether “required” or “preferred”):

Required:

Experience developing analytical reports and key performance indicators

Leveraging data to make factual decisions

Successful record of managing teams

Strong verbal and written communication skills

Strong interpersonal skills with a demonstrated ability to work well in a collaborative environment

Excellent active listening skills and customer service focus

Coaching and feedback experience

Time management and organizational skills

The ability to learn and assimilate new information quickly

The ability to plan and dictate own activities with minimal supervision

High level of attention to detail.

Developing and managing operational budgets

Creative problem solving

Proficiency in Microsoft Office

Preferred:

Experience in:

Call center operations including call center operations systems and work force management systems

Missionary work

Employee Class: Administrative



Work Location: Provo Campus



Environment: General office or other equivalently good environment



Desired Start Date: As soon as possible



Job Close Date: 11/16/2018



Pay Level: 53



Approximate Starting Salary: $59,168 - $76,842 DOQ



Documents Required at time of Application:

Required: Cover Letter, Resume

Optional: Letter of Recommendation 1

Equal Opportunity Employer: m/f/vets/disability