Digital Team Supervisor - CARE Products - (US-IL-Naperville - 60567)

Minimum Education: None
Jobcode: L:98993934
Email this job to yourself or to a friend | Job Match Test | Resume Guide

The McGraw-Hill Companies is driving the education, financial services, and business information markets through leading brands such as McGraw-Hill Education, Standard & Poor's and BusinessWeek.   McGraw-Hill Education addresses virtually every aspect of the education market from pre-K through professional learning. Using traditional materials, online learning and multimedia tools, we empower the growth of teachers, professionals and students of all ages. Our technical innovations are changing the way people learn, with e-books, online tutoring, customized course Web sites and subscription services. We are also a leading provider of reference and trade publishing for the medical, business, engineering and other professions   McGraw-Hill Higher Education, (MHHE) is a leading provider of print and electronic materials serving the college market, publishing instructional materials including textbooks, lab manuals, study guides, testing materials, software, and multimedia products.   MHHE  has an exciting opportunity for a Digital Team Supervisor (DTS) - CARE Products with our Digital CARE Team based out of our office in Burr Ridge , IL .     The DTS will supervise a team of CARE representatives associated to specific areas of product support.  Oversee daily operations in the Digital Care Team for instructor and student support for all digital systems provided by McGraw-Hill Higher Education Companies.   Responsibilities:   Time Spent - 50% Staff coaching, mentoring and training   Time Spent - 20% Managing product and process development associated to area of product support responsibility   Time Spent - 15% Escalation for staff for complex problems and situations   Time Spent - 10% Project Management and department initiatives associated to area of product support responsibility   Time Spent - 5% Answering phone calls and process email requests delivered to the call center for digital products   Summary of Responsibilities :   A?Assists in developing department goals and objectives. A?Communicates same, monitors performance relative to goals, and implements action plans to achieve desired results A?Provides monthly status and metric reports to management imprint teams A?Assists in interviewing, hiring, and training, assigning work to, evaluating performance of, and when necessary, disciplining and discharging assigned staff A?Manages direct report time off requests A?Performance reviews of direct reports A?Coordinating external resources (i.e. temps, contractors, interns) A?Perform all functions of the General and Sr. Care Representative positions A?Bachelor degree A?2 to 4 years of job-related experience in call center A?2 + years technical support environment A?Project Management A?Travel - less than 10% A?Ability to communicate effectively and strong customer service skills A?Strong analytical and problem solving skills A?2-3 years computer usage experience A?Extensive knowledge of DOS, Windows, and MS Office Suite, MAC A?Familiarity with media authoring tools (Macromedia Director, Flash, Photoshop, Authorware) A?Familiarity with internet tools (MS Explorer, Netscape Navigator, Mozilla-FireFox) A?Experience in course management systems and education publish processes