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Title

Stakeholder Services Manager 

Description
  • Job Summary:

    The Stakeholder Services Manager is responsible for leading the customer service and administrative functions within the Certification and Credentialing Services Department in accordance with the National Board for Certified Counselors (NBCC) and the Center for Credentialing & Education (CCE) policies, processes, and procedures. This position is responsible for setting goals and establishing deadlines for the customer service and administrative aspects of the department. The position plans, coordinates, and directs a broad range of services that allow the organization to operate efficiently and provide high-quality customer service to stakeholders, both internal and external to the organization. The position is responsible for document management and the respective databases.

    Duties/Responsibilities:

    • Sets goals and deadlines for the customer service and administrative aspects of the department and ensures the goals support the mission of the organization.

    • Recommends changes to policies or procedures in order to improve operations, such as changing what supplies are kept or how to improve recordkeeping.

    • Plans, coordinates, and directs a broad range of services that allow the organization to operate efficiently.

    • Develops, manages, and monitors customer records and databases.

    • Manages?a team with a diverse array of talents and responsibilities?to?include all supervisory duties for managing a team?(performance appraisal, discipline, documentation, reviewing timesheets, etc.).?

    • Ensures timely response to all email and phone communications.

    • Handles training and cross training of all customer service and administrative staff.

    • Develops and delivers regular customer service training to all members of the Certification and Credentialing Services Department to ensure maximum customer satisfaction.

    • Helps facilitate customer service training for entire Certification and Credentialing Services Department to ensure customer service standards are met in all teams.

    • Manages workforce planning and ensures appropriate staffing coverage, especially during all busy times.

    • Manages document retention, including the receiving, scanning, and uploading of all transcripts, CE certificates, name change and status change forms, and other documents submitted for the Application Specialist and engagement services team.

    • Develops and analyzes reports regarding response times, customer satisfaction surveys, and any mass communication that is distributed to stakeholders or customers.

    • Makes data-driven decisions regarding customer service and administrative processes.

    • Effectively manages and monitors the supply budget, certificate supplies, and postage/printing costs.

    • Submits technical reports for any equipment used in the certification and credentialing department.

    • Coordinates space allocation for any meeting for the department

    • Helps facilitate employee events, including lunches, committee meetings, or team-building activities.

     

    Supervisory Responsibilities (if applicable):

    • Recruits, interviews, hires, and trains new staff.

    • Oversees the daily workflow of the department.

    • Provides constructive feedback and timely performance evaluations.

 
Full-Time/Part-Time Full-Time  
Shift Days  
Exempt/Non-Exempt Exempt  
Open Date 9/17/2020  
Location National Board for Certified Counselors  
EOE Statement NBCC and Affiliates provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  

This position is currently not accepting applications.

To search for an open position, please go to http://NationalBoardForCertifiedCounselorsInc.appone.com



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