Senior Manager, Contact Center Operations

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.

Role Overview

This position, under the general direction of the director, is responsible for the overall direction, coordination, quality and output of employees that provide support for our award-winning K-12 software systems. This position drives process improvements while motivating our employees to create, update and deliver a wide spectrum of reports and processes relating to the Professional Services and Support organizations. The team(s) reporting to this position may be composed of team members working a variety of day-to-day operational tasks, included, but not limited to: workforce management, data analysis, report creation, training creation, vendor management, and financial planning. The successful candidate will have the ability to analyze and interpret data to drive business results and create strategic business plans. Additionally, this position will provide leadership and guidance to evolve our operations while supporting new and existing products and services. 

Duties and Responsibilities

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Monitors and drives all performance goals 

• Coaches and develops employees 

• Works to increase team efficiency and effectiveness 

• Participates in hiring of new team members 

• Performs any HR related administrative tasks 

• Leads weekly staff meetings, conducts regular employee one-on-one sessions, and annual reviews 

• Addresses any performance management issues with employees 

• Liaise with finance, accounting, marketing and sales departments to complete projects, manage costs, and gather data 

• Manage vendor relationships, including existing and new SOW engagements 

• Compile data sets that will provide analysis of monthly and yearly info/trends against operational headcount & budget 

• Consolidates information into actionable items, reports and presentations to make critical strategic decision 

• Proactively identify, analyze, and interpret trends or patterns in complex data sets 

• All other duties as assigned 

 Qualifications

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. 

Qualifications include: 

• 4+ years’ prior experience in an analyst role 

• 3+ years’ prior supervisory or management experience 

• Proficient in Microsoft Office suite with an expert knowledge of Excel 

• Must be able to manage multiple projects at the same time 

• Vendor management experience preferred 

• Understanding of financial planning and managing costs associated with a department 

• Salesforce experience required 

• Prior CRM and ERP experience required 

• Excellent attention to detail and time management 

• Excellent problem solving and reasoning skills 

• Excellent oral, written, and interpersonal skills 

• Excellent customer service and conflict resolution skills 

• Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes 

• Ability to lead and coach employees 

• Bachelor’s degree or equivalent work experience 

Compensation & Benefits

PowerSchool offers the following benefits:

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)


• Flexible Spending Accounts and Health Savings Accounts


• Short-Term Disability and Long-Term Disability


• Comprehensive 401(k) plan


• Generous Parental Leave


• Unrestricted paid time off (known as Discretionary Time Off - DTO)


• Wellness Program, including ClassPass & Employee Assistance Program


• Tuition Reimbursement


• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage

A reasonable estimate of the base compensation range for this position is $118,300 - $155,400 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; specific geographic location; internal equity; internal pay ranges; and market data/range parameters.

EEO Commitment

PowerSchool celebrates a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accomodations@powerschool.com.