Step Up for Students
  • - Operations
  • Jacksonville, FL, USA
  • Salary
  • Full Time
  • Medical, Dental, Vision, 401k and more.

Position Overview

This position is responsible for managing the day-to-day operational activities associated with the K-12 Tax Credit Scholarship Program based in Illinois. This position is based in Jacksonville, FL. Duties includes but is not limited to: ensuring customer delight, managing a third party vendor, managing a remote team, ensuring quality control, and ensuring all service channels are working at an optimal level. The employee is responsible for maintaining data integrity, instilling best practices for customer confidentiality and maintaining adherence to state/federal compliance of the program. It demands a high degree of adaptability and flexibility in a fast paced, rapidly changing environment. This position will report to Vice President of Scholarship Operations from a managerial perspective. This position will work directly with the President of the IL Tax Credit Scholarship Program.

Essential Functions

  • Broad experience in an operations environment including call center management, underwriting and quality control.
  • Analyzes and reports on call center metrics and underwriting goals. Adjusts to business demand as needed.
  • Primary point of contact for Empower Illinois operations staff (EI is the partner with Step Up)
  • Implements call center goals and service levels. Motivates employees to reach daily goals.
  • Primary contact with a third-party call center/underwriting vendor. Manages the relationship, expectations and ensures adherence to the contract.
  • Drives excellence with call center metrics as it relates to average handle time (AHT), after- call work (ACW) and abandonment rate.
  • Consistently seeks to raise the bar by implementing stretch goals.
  • Analyzes and maintains all service level agreements.
  • Ensures department operates efficiently according to organizational measures.
  • Make recommendations regarding operational strategy and continuous improvement.
  • Determines appropriate staffing levels and implement strategies to ensure the efficient operation of the department.
  • Responsible for selecting, developing, and managing performance of exempt and non-exempt direct reports; providing prompt and objective coaching and counseling.
  • Responsible for managing remote employees.
  • Coordinates, plans, and assigns work for staff in accordance with the organization's policies
  • and applicable legal requirements.
  • Actively supports professional development of staff.
  • Develops and maintains key working relationships across the organization.
  • Responsible for reporting on operational metrics (KPI's), volumes and productivity.
  • Demonstrates teamwork by supporting and assisting other team members as necessary.
  • Demonstrates the organizational culture through both behavior and attitude.
  • Effectively uses business standard oral and written communication skills on a daily basis.
  • Assist training department with content development.
  • Occasional out of state travel will be required.

 The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities. Incumbent may be required to perform other additional duties as assigned.

Minimum Qualifications

  • 3-5 years managing/supervising a call center.
  • Bachelor's degree or equivalent experience in business management or other related field.
  • Three to five years' experience in a managerial function directly supervising employees.
  • Experience in production or process management.
  • Ability to form & lead cross-functional teams.
  • Ability to regularly travel to Illinois for meetings, events etc.
  • Proven ability to lead & develop high performance work teams.
  • Standard knowledge of Microsoft Windows and Microsoft Office programs.
  • Strong interpersonal, problem solving, and communication skills.

 Knowledge, Skills & Abilities

  • Excellent analytical skills. Must be able to navigate the analytics within the phone system and other internal systems.
  • Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
  • Excellent ability to demonstrate a wide degree of innovation, self-direction and good judgment/problem solving skills when making decisions.
  • Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
  • Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback.
  • Proven ability to analyze and improve work processes and policies.
  • Work well under pressure, professional demeanor, and strong communication skills (verbal &
  • written)
  • Financial analysis and budgetary skills.
  • Computer literate (MS Word, Power Point, Excel).
  • Excellent communication skills, both oral and written.
  • Relies on extensive experience and judgment to plan and accomplish goals.
  • Excellent customer/client relationship skills. 

Core Values 

Step Up For Students believes strongly in two key core values, and it is the responsibility of all employees to demonstrate these values in their everyday work in order to maintain a positive and effective organizational culture. 

Everyone is an asset.

Every event is an improvement opportunity.

Physical Demands

This position regularly requires the abilities of sitting, fingering or manual dexterity, grasping, talking, hearing, seeing and repetitive motions.

Work Environment

This position is an office environment with very limited exposure to any outside fumes, odors, heat and/or weather conditions.

This position has been closed and is no longer available.
Step Up for Students


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