Supervisor, Contact Center in Houston, Texas at San Jacinto College

Supervisor, Contact Center - North Campus

• Responsible for supervising and providing the following College wide services:
• Serves as the interim Contact Center leader in the Manager’s absence.
• Supervises the daily operations of the Contact Center.
• Supervises and provides direction for a team of inbound/outbound Contact Center Agents
• Supervises all aspects of incoming calls.
• Works with the Manager to implement, review, and update contact center policies. Develops and monitors quotas for service volume.
• Oversees the design and delivery of all monitoring calls for quality assurance
• Tracks Key Performance Indicators (KPIs) to ensure the Contact Center’s service levels are met, including First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction.
• Acts as first level for resolution of escalated customer concerns.
• Support the Manager in development of Contact Center strategy, roadmap and service level agreement as it relates to the department.
• Supports the Manager in resource planning and allocation within the team.
• Support the day-to-day administration of the team, including contracts, payroll, expenses and supplies.
• Support the Manager in the maintenance of the budget as allocated to the team. Support the Director, Enterprise Services in the development of the ITS budget.
• Human Resource and Performance Management:

• Recommend staffing and organization structure to ensure optimum service delivery
• Hire and train staff
• Staff development
• Ensure that performance management activities including evaluations and rating validations are completed in a timely manner
• Ensure that staff issues within the team are addressed in accordance with the college’s policies and procedures.

• Other duties as assigned

• Ability to supervise a team of Contact Center agents.
• Ability to schedule Contact Center workforce resources.
• Ability to resolve escalated customer service concerns.
• Ability to comprehend complex information and explain it to prospective and current students.
• Ability to work well with others and to demonstrate an excellent quality of work with little direct supervision.
• Must be highly organized and possess excellent verbal communication and documentation skills.
• Ability to track and manage expenditures to budget.
• Must be proficient in Microsoft Office.

• Bilingual skills
• Knowledge of the operations of a community college and the enrollment process.
• Ability to review customer case records and make decisions to assist the customer in achieving their goals.
• Knowledge of Ellucian Banner or other Student Information Systems (software)
• knowledge of campus departments and process.

• Associates Degree or certificate from an accredited institution is required.

• Bachelor’s Degree or above from an accredited institution preferred.

• Minimum five (5) years of related work experience required.
• Minimum one (1) year experience in mentoring and training of Contact Center agents is required

• Experience in Higher Education preferred.
• Minimum one (1) year of supervisory experience preferred.
• Experience in contact center customer service supervisory capacity is preferred.

• Certified Customer Experience Professional (CCXP).
• Certified Workforce Management Professional.

Salary Grade: 109

Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule

Requisition Number: req6322

Posting Close Date: 7/10/2026 at 6 pm CST

Applicant Support:
If you need assistance with the application process, please contact the Cornerstone Support Team at 281-998-6387, option 3, or email cornerstonesupport@sjcd.edu.

Note: Due to the number of applications we receive, we are unable to follow-up with every applicant individually. If your qualifications meet the requirements for the position, and you are selected for an interview, we will contact you. You can review your application status by logging into the Cornerstone system.

Equal Opportunity Statement: The San Jacinto College District is committed to equal opportunity for all students, employees, and applicants without regard to race, creed, color, national origin, citizenship status, age, disability, pregnancy and pregnancy-related conditions, religion, gender/sex, sexual orientation, gender expression or identity, genetic information, marital status, or veteran status in accordance with applicable federal and state laws. The following College official has been designated to handle inquiries regarding the College's non-discrimination policies: Sandra Ramirez, VCHR Org/Talent Effectiveness, 4620 Fairmont Pkwy., Pasadena, TX 77504, 281-991-2659. sandra.ramirez@sjcd.edu.